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How do you coordinate and work cross functionally with the sales team to create commonly shared KPIs?

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5 Answers
Establishing the Customer Success Function
  1. Nicole Alrubaiy
    Nicole Alrubaiy

    Jellyfish Senior Vice President, Customer Success • 3y

    Let's think bigger than just Sales here! Customer Success is the glue between all of the customer-impacting departments in your company (note: that's pretty much every department). Your job as a CS leader is to build partnerships with all of the business leaders that will drive the best outcomes for your customers and for your company as a result. Here are a few tips: If your company has a framework for cross-departmental goals, make sure you study those. How does serving customers better impact ...Read More

    1,903 Views
  2. Steph Gerpe
    Steph Gerpe

    LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 1y

    This is one of the most critical components of customer success leadership both when establishing a CS function or joining a team with an already established CS org. If a CS team sits within the sales organization, there may be a natural alignment already anchoring the full team to joint business-based KPIs like churn reduction or retention/renewal outcomes. In this case, it's important to recognize how each team contributes to those shared outcomes - while the KPIs may be shared, the path to ac ...Read More

    1,043 Views
  3. Kiran Panigrahi
    Kiran Panigrahi

    Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 1y

    Customer Success and Sales should align on shared metrics like customer retention, growth, and satisfaction.

    To be able to come up with common KPIs such as renewal rates, expansion revenue, and customer health metrics.

    Define a clear transition process to ensure smooth transitions from sales to post-sale engagement. Regular communication, shared data, and collaborative planning help drive alignment and accountability across both teams.

    One Team...One Goal!

    436 Views
  4. Meenal Shukla
    Meenal Shukla

    Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 1y

    Establish a Joint Metrics Workshop Bring together CS and Sales leadership for a dedicated session focused solely on metrics alignment Start by identifying what each team currently measures and why Look for overlap and gaps in current measurement approaches Define what "good" looks like from both perspectives Design Collaborative KPIs That Matter to Both Teams Renewal rate with shared accountability Expansion rate with clear attribution models Customer lifetime value with joint ownership (this on ...Read More

    396 Views
  5. Andreas Tollschein
    Andreas Tollschein

    Camunda Director of Customer Success EMEA • 3y

    A high NRR rate can only be achieved if a collaboration between Sales and CS exists. So if you run land and expand approach, the two teams must work closely together

    • CS is seen as the trusted advisor and knows when the time is right to expand an account
    • So Sales is brought in at the right time to drive the expansion
    358 Views

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Meenal Shukla

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