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What KPIs are most relevant to track and recommended tools to easily maintain them as a CSM leader?

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2 Answers
Developing Your Customer Success Career
  1. Nina Wilkinson
    Nina Wilkinson

    ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 1mo

    It depends on stage. The KPIs change as the team matures. Early stage teams (under ~$10M ARR): anchor on GRR and LRR. You’re proving the product is sticky and that customers want to stay with you even when their headcount or budget changes. Later stage teams: shift to NRR and LRR plus expansion opportunities created or Closed Won. You’re proving CS contributes to growth, not just retention. For tooling, here’s what I’d actually recommend: Vitally: my go to. Easy to implement, strong dashboards, ...Read More

    546 Views
  2. Ed Sowden
    Ed Sowden

    Splunk EMEA Director of Customer Success • 7mo

    This will depend on how you have set your customer success function up. Are you using CS to drive growth and retention, are you setting up the function to drive technical adoption and health or are you a paid for service? In my view the KPI's below are important to consider: Customer Retention - metrics such as renewal rate allow you to focus the department/team on retaining the customer base which is crucial for the growth of any successful business. Growth - metrics such as NRR, Pipe Gen, serv ...Read More

    1,717 Views

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