Customer Success KPIs

We report CS KPIs weekly, ensuring they ladder up to the broader company metrics that the ELT and Board track, such as retention, expansion, and product adoption. The sto...

I think this is an area where CS as an industry is actually fairly proficient. Health scores, particularly in the age of AI, do a reasonably good job of identifying risks...

Setting KPIs can indeed feel arbitrary, especially in new or uncertain markets. However, there are strategies to overcome this uncertainty and set realistic goals:Market ...

In my experience, committing to and driving an increase in customer utilization is one of the most challenging KPIs to meet in my industry. If I had a dollar for every ti...

When you launch a playbook the introduction point becomes your baseline. From that moment onwards you can track shifts in key metrics against the baseline and assess if K...

Both adoption and value are critical drivers for customer retention. Smooth Onboarding (Time to Onboard) and implementation (Time to Implement) results in faster time to ...

Based on my experience as a Customer Success Executive Leader, the following are key areas I focus on to ensure our team drives meaningful impact for our customers. 1. Cu...

NPS is widely used across organisations as an indicator of customer loyalty and satisfaction but its reliability can fluctuate based on factors like product , industry, s...

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...

The answer is a keep it to a few :) Keep them tight and keep focussed. As a customer success function, be super clear on what the key value that you are bringing to the t...

We’d first map our OKRs to the company’s strategic priorities — for example, growth, efficiency, or product adoption — and ensure Customer Success directly contributes to...

Customer success KPIs for a self-serve product may differ from those for a more traditional, high-touch product. This is more of a 1:Many methodology driven based on thes...

You have to look at what the business cares about and then work backwards to how Customer Success fits into those overall targets. For example, if the business has a rete...

When directly correlating with pipeline generation proves difficult, consider alternative metrics such as engagement (website visits, email open rates), lead quality (con...

First of all, congratulations, that's awesome that your company is investing in such and important space, and also, that you are the customer success artist that has a bl...

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 goal...

Developing quarterly or annual customer success OKRs and tying them to individual projects involves a structured approach:Understand Company Goals: Align OKRs with overal...