John Brunkard

AMA: Vice President of Customer Success APJ, John Brunkard on Customer Success KPIs

July 18 @ 10:00AM PST
Register for AMA
Vice President of Customer Success APJ, John Brunkard on Customer Success KPIs
We will email you John's answers to these questions after the event in case you can't make it.
Questions must be topic related and not promotional. (250 character limit)
Top Questions
Setting KPIs can often feel arbitrary, especially when entering new markets. How do you get past this uncertainty to set realistic goals?
How do customer success KPIs change with a self-serve product?
What are good OKRs for customer success?
What's your process for figuring out what metrics to hold customer success accountable for?
I’m the first customer success hire in my company. What advice would you give to someone tasked with establishing this function in an existing business structure?
What are some KPIs that you find over-hyped and/or unimportant?
How do you think about shared KPI’s with your sales team? And what are ones that customer success teams often miss?
How do you develop quarterly/annual customer success OKRs and tie those to individual projects?
When it's hard to tie certain campaigns or assets to the pipeline generation, what other metrics can we consider?
What are some of the *worst* KPIs to commit to achieving?
What are your top 3-5 Customer Success Impact Drivers that a CSM should focus their time on regardless of the product or segment.