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

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

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

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

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