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

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 for spending as much face time with our customers, tech, and agency partners as we can over the course of many key city hubs whilst being mindful of the cost of trips.

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, Customer Journey Milestones, and Customer Education and Training to drive long-term success and to the lagging indicators.