How do you think about shared KPI’s with your sales team? And what are ones that customer success teams often miss?

The Customer Success and Account Management relationship is critical to the overall health of the business, especially if Net Revenue Retention is a key metric. Often times, for this relationship, Customer Success can help identify sales opportunities in the form of CSQLs for the Account Management team to close and Account Management can spot potential risk for Customer Success to get in front of to prevent churn. Ensuring the team's scorecards are aligned to a common goal is necessary to foste ...Read More

Unlike a lot of Customer Success departments, we’ve chosen to align our team to customer KPIs rather than commercial/upsell targets. As such, we have less overlap in goals between CS and Sales. Of course, we’re both targeting Gross Renewal Rate and ensuring we maintain the customer base, but we don’t extend that to upsell targets in the same way as commission-based CS teams. Currently, we’re focused on exploring how we can share “time spent” efficiency and reach KPIs to help keep us accountable ...Read More

Effective Shared KPIs: Deal Quality Metrics % of deals meeting minimum readiness criteria Technical fit score accuracy Implementation scope accuracy vs reality Time from close to successful onboarding Revenue Collaboration Account expansion rate from CS-identified opportunities Renewal rates by sales rep/deal type Joint upsell win rates Reference customer creation rate Commonly Missed Opportunities: Pre-Sale Engagement Impact Win rates with CS involvement vs without POC success rates with CS gui ...Read More

Yes, I think it is great to have share KPIs between Customer Success and Sales Teams.Alignment: Shared KPIs foster alignment between Sales and Customer Success, ensuring that both teams are working towards common objectives. Collaboration: Encourages collaboration and communication between sales and post-sales teams, leading to a more cohesive customer experience. Accountability: Shared ownership of KPIs promotes accountability and a sense of shared responsibility for customer outcomes. Customer ...Read More

Shared KPIs between sales and customer success teams foster collaboration and alignment toward common goals, and it depends on how the organization is structured regarding these shareable metrics with departments.Key shared KPIs include Customer Lifetime Value (CLV), Customer Retention Rate, Net Promoter Score (NPS), Expansion Revenue, Customer Onboarding Time, and Customer Satisfaction Metrics. Additionally, the ones we miss often or should track are Product Adoption and Usage, Health Scores, C ...Read More