What KPIs should I own and not own as the first customer success hire?
I'm working at a start-up, and a first customer success hire.
7 Answers
AlertMedia VP, Customer Success | Formerly Zego, Treacy & Company • 1y
This is a great question! As the first Customer Success hire, I would start by getting a lay of the land of the business -- what is the customer sentiment, how are renewa...
1135 Views
Braze VP Customer Success, EMEA • 3y
Technical Support response targets! We’ve all been there, and being the first Success Hire is super exciting. You get to wear many hats, get involved all the way through ...
11346 Views
Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y
In stepping into the Customer Success domain, it's crucial to prioritize KPIs that align with the role's core responsibilities. A strategic approach involves mapping KPIs...
1476 Views
Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 1y
As the first CS hire at a startup, here's how I'd prioritize KPI ownership:KPIs You Should Own:Direct Customer OutcomesOnboarding completion ratesTime to first valueBasic...
439 Views
Confluent Senior Director of CS & Account Management • 5mo
As the first Customer Success hire, your job is to set the foundations for how the company measures impact, while focusing on what you can directly influence in the short...
366 Views
Adobe Head of Customer Success (Asia) | Formerly Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 3y
As the first customer success hire I would suggest setting some OKRs (Objectives Key Results) around establishing the customer success function - documenting and defining...
198 Views
Adobe Head of Customer Success (Asia) | Formerly Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 3y
As the first customer success hire I would suggest setting some OKRs (Objectives Key Results) around establishing the customer success function - documenting and defining...
199 Views
Related Questions
How do customer success KPIs change with a self-serve product?What kind of KPIs can I hold my team accountable for if they're extremely bandwidth constrained?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?How do you think about shared KPI’s with your sales team? And what are ones that customer success teams often miss?What are some of the *worst* KPIs to commit to achieving?