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What is your cadence and storyline for reporting CS KPIs to the ELT and board?

Conor Holmes

Confluent Senior Director of CS & Account Management • 8mo

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...

400 Views

How are you leveraging predictive models or risk scoring to prioritize CSM focus, and how do you validate lift and precision?

Rob Haber

Triple Whale 🐳 VP of Customer Success • 7mo

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...

166 Views

Setting KPIs can often feel arbitrary, especially when entering new markets. How do you get past this uncertainty to set realistic goals?

Trevor Flegenheimer

AlertMedia VP, Customer Success | Formerly Zego, Treacy & Company • 1y

The important thing is to start measuring items. Your initial 'goal' may be off, but you won't know that until you start measuring it and having your team work towards a ...

2,143 Views

What are some of the worst KPIs to commit to achieving?

Giselle Kerth

Deephow Director of Customer Success • 1y

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...

177 Views

How do you measure the impact of playbooks and interventions on movement in health, adoption, and retention KPIs?

Aishwarya Dwivedi

Adobe Director Customer Strategy & Success • 8mo

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...

864 Views

Which product adoption metrics correlate most strongly with retention for your key personas?

Conor Holmes

Confluent Senior Director of CS & Account Management • 8mo

Specific adoption metrics will depend on the product/s. As a general view we see greater overall platform and key feature adoption — the stronger and more consistent the ...

428 Views

What are your top 3-5 Customer Success Impact Drivers that a CSM should focus their time on regardless of the product or segment.

John Brunkard

Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y

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...

1,043 Views

What are some KPIs that you find over-hyped and/or unimportant?

John Brunkard

Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y

it's important to distinguish between truly impactful customer success metrics and those that might be over-hyped or less relevant. Here are some specific customer succes...

669 Views

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.

Trevor Flegenheimer

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...

1,194 Views

What kind of KPIs can I hold my team accountable for if they're extremely bandwidth constrained?

Cormac Kelly

SurveyMonkey VP of Customer Success | Formerly Microsoft • 10mo

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...

750 Views

What are good OKRs for customer success?

Kiran Panigrahi

Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y

A strategic approach involves mapping KPIs to the customer lifecycle stages, fostering a sense of purpose and confidence in your efforts.For instance:NPS Over CSAT: While...

1,420 Views

How do customer success KPIs change with a self-serve product?

Kiran Panigrahi

Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y

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...

1,262 Views

What's your process for figuring out what metrics to hold customer success accountable for?

Cormac Kelly

SurveyMonkey VP of Customer Success | Formerly Microsoft • 10mo

This is a great question, because what metrics you look at and what standards you set are incredibly important. It also really depends on what Customer Success means to y...

829 Views

When it's hard to tie certain campaigns or assets to the pipeline generation, what other metrics can we consider?

Kiran Panigrahi

Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y

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

1,424 Views

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?

Kiran Panigrahi

Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y

Absolutely, piloting the customer success function in an organization is a unique and exciting opportunity for growth and learning. Understanding the company's goals and ...

1,891 Views

How do you think about shared KPI’s with your sales team? And what are ones that customer success teams often miss?

Trevor Flegenheimer

AlertMedia VP, Customer Success | Formerly Zego, Treacy & Company • 1y

The Customer Success and Account Management relationship is critical to the overall health of the business, especially if Net Revenue Retention is a key metric. Often tim...

1,178 Views

How do you develop quarterly/annual customer success OKRs and tie those to individual projects?

Kiran Panigrahi

Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y

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

1,283 Views

Customer Success Team · Customer Success KPIs