This resource provides a comprehensive overview of key performance indicators (KPIs) crucial for managing the customer success function effectively.
KPIs are categorized into three types: Leading, Lagging, and Behavioral. Leading indicators include Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Health Score, Monthly Active Users, and Expansion Pipeline Generated. Lagging indicators cover metrics like Net Revenue Retention (NRR), Churn, Renewal Rates, Customer Success as a percentage of Revenue, Customer Acquisition Cost (CAC), Customer Lifetime Value (CLTV), and various revenue metrics such as Average Monthly Revenue per Account (ARPA) and Expansion Rate. Behavioral indicators focus on Customer Success Manager (CSM) productivity and time to productivity.
This tool is helpful for customer success (CS) leaders and revenue operations directors seeking to measure the impact of the CS function on the business. By focusing on these KPIs, leaders can drive proactive account management and expansion, increase renewals, and achieve a deeper understanding of customer engagement, ultimately contributing to sustained revenue growth and customer loyalty.