This is one of the top questions I get about Customer Success! When breaking
down responsibilities I try to consider what the best experience for the
customer will be and ensure I align the responsibi
Customer Success KPIs
5 answers
Senior Director, Customer Success at Brex • January 18
VP, Customer Success at Salesloft • January 25
In my opinion, this really depends on your internal org structure and who owns
renewal and growth. But, if I could design something from scratch and do it at
any company, it would mirror exactly what
Senior Director, Customer Success at HubSpot • February 21
It's important for Customer Success and Sales to share incentives around
customer growth. Too often folks think about customer retention and customer
growth as two mutually exclusive things. The fac
VP, Customer Success at Zscaler • March 10
I dont' disagree with this structure, but would argue that if CS is not also
driving net-new revenue (and compensated accordingly), you will always have a
Finance team who annually asks the question:
Director customer success at Formant | Formerly Genius Plaza, Blue Ocean Robotics, Robot de Mexico, Plataforma I • March 28
Relationships with your customer are key to understanding what success means for
them. You can not believe that only one department or just one person is getting
value from your product. So you need
3 answers
VP Customer Success, EMEA at Braze • January 26
In my experience, the number of voices in the room around feature adoption KPIs
grows as organizations mature, and a complete list might look something more
like this: 1. Customer Success 2. Product 3
Senior Director, Customer Success at HubSpot • February 20
In a perfect world, the CSM team is responsible for feature adoption on a
per-customer basis, and the feature you measure the team on directly relates to
the customer-defined goal or use-case (coming
Director customer success at Formant | Formerly Genius Plaza, Blue Ocean Robotics, Robot de Mexico, Plataforma I • March 23
The best way is to collaborate as a whole organization. Product and Customer
Success should be "best friends" in terms of adoption. Customer Success is in
charge of driving the adoption and collecting
1 answer
Senior Director, Customer Success at HubSpot • February 20
This is going to sound like a ripoff of the 4 Disciplines of Execution
because...well, it is. First off, don't have too many OKRs! Pursuing too many
goals at once robs you of focus. Second, make sure
1 answer
Senior Director, Customer Success at HubSpot • February 20
The good news is that if you're entering a new market with a new product, you
(hopefully) have the ability to move quickly and be agile! Avoid the temptation
to wait until you have perfect informatio
2 answers
VP Customer Success, EMEA at Braze • January 26
I’m nervous to say it …. But I think NPS can be a total distraction if given too
much weight. Of course, the overall shape of NPS scores can help spot trends
but, as we’ve learned, the rules you set u
Senior Director, Customer Success at HubSpot • February 20
Customer NPS. At a high level, of course NPS is important to your company! And
companies with high NPS tend to have higher renewal rates. That said, at an
individual customer level, the relationshi
2 answers
VP Customer Success, EMEA at Braze • January 26
Community as an extension of advocacy KPIs. Typical customer advocacy is a
flywheel for new business, case studies, sales references, etc. And of course,
that’s important, but I think customer success
Senior Director, Customer Success at HubSpot • February 21
Not all customer success activities should be treated alike. There are some very
high-value customer engagement activities that should be completed with your
accounts. For example: executive engage
1 answer
Senior Director, Customer Success at HubSpot • February 21
I've found two KPIs to be difficult to commit to: Customer Health. If you have a
robust algorithm to measure customer health (influenced by a number of inputs ),
it can be hard commit to a certain o
I'm working at a start-up, and a first customer success hire.
1 answer
VP Customer Success, EMEA at Braze • January 26
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 the customer lifecycle and be
1 answer
VP Customer Success, EMEA at Braze • January 26
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 cou
1 answer
VP Customer Success, EMEA at Braze • January 26
First and foremost, our CEO, Bill Magnuson, sets the philosophy that our
company-level OKRs exist to give departments freedom. Teams can feel empowered
to move quickly if their initiative can ladder u