TAGS
All
Customer Success KPIs
Customer Success Leadership
Establishing the Customer Success Function
Scaling a Customer Success Team
Customer Success KPIs
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.
3 Answers

Georgia Glanville Harrison
Braze VP Customer Success, EMEA • 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 scrappy to get customers what they need. For us at the beginning, that meant taking on a lot of T......Read More
3211 Views
1 Answer

Stephen O'Keefe
HubSpot Senior Director, Customer Success • February 22
I've found two KPIs to be difficult to commit to: 1. 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 outcome. To frame this another way, I've often observed customer health scores as b......Read More
6489 Views
1 Answer

Georgia Glanville Harrison
Braze VP Customer Success, EMEA • 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 course, we’re both targeting Gross Renewal Rate and ensuring we maintain the customer base, but we d......Read More
2964 Views