Customer Success Metrics is part of our Customer Success Career Leveling Framework. Explore next steps in your career from this industry-standard model.
Curated Learning Resources
The SaaS Founder’s Playbook for Customer SuccessAs a Saa S startup grows, the way it handles customer success must evolve to meet changing customer needs and volume. Michael outlines strategies for different stages of growth: • The founding stage and focusing on product-market fit • The early stage and hiring a dedicated customer support person • The mid stage and laying a foundation for scaling up • The growth stage and investing in systems and predictive models • The scale-up stage and optimizing for predictability and cost savings while maintaining a customer-centric focus. Throughout, Michael emphasizes the importance of proactively addressing customer issues and needs, not just reactively solving problems, in order to maximize customer lifetime value and drive business growth.
100 Customer Success Leaders Weigh In On The Most Important Metrics to MeasureCustomer success metrics are crucial for Saa S companies to measure and improve performance. Dave discusses four types of important metrics: financial metrics like revenue retention rate, customer health metrics like Net Promoter Score, usage metrics like time spent in product, and team performance metrics like gross renewal rate. Financial metrics are the lifeblood and key indicators of a Saa S company's growth. Customer satisfaction metrics provide a holistic view of account health. Usage metrics can Influence decisions across departments. And team performance metrics ensure all team members are engaged in achieving goals. Together, these metrics can help build a culture of customer success throughout a Saa S organization.
Your Customer Success Team. Hire Early. And No Squishy Goals — It’s All About the Numbers.Customer success teams are critical for Saa S companies as they own the customer relationship from start to finish, Managing Up to 75% of revenue through Renewals and upsells. Hire your first customer success manager as early as you can afford to once you have some larger customers. Measure customer success teams based on renewal rates and revenue growth from the existing customer base, aiming for 80-90% renewal rates and 110-120% revenue growth from upsells. Tie Compensation to these metrics to incentivize performance. If done right, customer success can drive significant additional revenue through attitudinal loyalty and trust, proving it is a revenue enhancer, not just a cost center.
How to Create Your First Health ScoreAmy explains how to build your first health score. She details how to find what matters most to your company and make sure the team’s attention is focused on it.