15 Customer Success KPIs & Metrics You Should Be Tracking This Year

Customer Success KPIs List

Customer success KPIs are measurable performance indicators that track the customer success agent, manager, and team’s ability to ensure the implementation of a successful customer success strategy over time. Customer satisfaction is vital to the organization’s ability to grow and mature over time.

Customer Success Manager Objectives

The customer success manager’s objectives or KPIs are designed to track and measure the customer success manager’s operational efficiencies over time, including building solid, credible client relationships, ensuring the correct staff are hired from the start and removing obstacles preventing customers from achieving maximum ROI from their investments.

  • Build credible, solid relationships with clients by supporting them to optimize and maximize their return on investment (ROI) from financial offerings – This KPI tracks and measures the customer success manager’s ability to build credible, solid relationships with clients by supporting them to optimize and maximize their return on investment (ROI) from financial offerings. The higher this metric, the greater the manager’s ability to build credible, solid relationships with clients.
  • Act as the “voice of the customer” internally and use this valuable feedback/insights to drive the customer experience – This KPI tracks and measures the extent to which the customer success manager is able to act as the “voice of the customer” internally and use this valuable feedback/insights to drive the customer experience. The higher this metric, the greater the customer success manager’s ability to improve the customer experience.

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  • Seek out any obstacles that are stopping customers from achieving maximum ROI from their financial investment and remove these obstacles  – This KPI tracks and measures the extent to which the customer success manager seeks out any obstacles that are stopping customers from achieving maximum ROI from their financial investment and removes these obstacles to ensure an improved customer experience. The higher this metric, the greater the manager’s operational efficiencies.
  • Actively organise and manage operational and strategic business reviews with your customers – This KPI tracks and measures the extent to which the customer success manager plays a role in actively organizing and managing operational and strategic business reviews with customers. The higher this metric, the greater the customer success manager’s ability to organize and manage business reviews with customers.
  • Develop and maintain a deep understanding of our customer’s business drivers and recruitment goals to steer activities to align with these recruitment goals – This KPI tracks and measures the customer success manager’s ability to develop and maintain a deep understanding of customer business drivers and recruitment goals to steer activities to align with these recruitment goals. The higher this metric, the greater the customer success manager’s ability to understand customer business drivers.
  • Monitor and measure customer satisfaction and take proactive action to remedy any concerns – This KPI tracks and measures the extent to which the customer success manager is able to monitor and measure customer satisfaction and take proactive action to remedy any concerns. The higher this metric, the greater the manager’s ability to monitor and measure customer satisfaction over time.
  • Liaise with internal teams to ensure client needs are being met, coordinating the service provided by onboarding, sales, marketing, finance, and product departments – This KPI tracks and measures the extent to which the customer success manager is able to liaise with internal teams to ensure client needs are being met, coordinating the service provided by Onboarding, Sales, Marketing, Finance, and Product departments. The higher this metric, the greater the manager’s operational efficiencies.
  • Increase onboarding expenditure – This KPI tracks and measures the extent to which the customer success manager is able to increase onboarding expenditure to ensure that quality new hires are onboarded correctly. The higher this metric, the greater the customer success manager’s ability to increase onboarding expenditure over time.
  • Distill data into actionable elements – This KPI tracks and measures the extent to which the customer success agent is able to distill data into actionable elements. The higher this metric, the greater the customer success agent’s ability to distill data down into actionable items over time.
  • Improve the automation of communication methods – This KPI tracks and measures the extent to which the customer success manager is able to improve the automation of communication methods over time. The higher this metric, the greater the customer success manager’s ability to enhance the automation of communication methods over time.
  • Hire the right people from the start – This KPI tracks and measures the extent to which the customer success manager is able to hire the right people from the start. The higher this metric, the greater the customer success manager’s ability to hire the right employees from the outset of their employee journey with the company.

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Customer Success Agent Objectives

Customer success agent objectives or KPIs are designed to track and measure the customer success agent’s operational efficiencies over time, including reducing corporate speak, developing and improving customer success strategies, prioritizing customer needs, and continually improving product knowledge over time. The higher these metrics, the greater the agent’s operational efficiencies.

  • Continually improve your knowledge of the organization’s financial offerings and the customer’s business/industry to ensure that you are delivering the best possible service – This KPI tracks and measures the customer success agent’s ability to continually improve their knowledge of the organization’s financial offerings and the customer’s business/industry to ensure they deliver the best possible service. The higher this metric, the greater the customer success agent’s organizational efficiencies.
  • Communicate ROI and recommendations to our clients, enabling consistent growth over time – This KPI tracks and measures the customer success agent’s ability to communicate ROI and recommendations to our clients, enabling consistent growth over time. The higher this metric, the greater the extent to which the customer success agent can communicate ROI and recommendations to clients over time.

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  • Analyze and monitor customer data to draw insights and optimizations, communicate those findings to clients, and adjust campaigns for better performance – This KPI tracks and measures the extent to which the customer success agent can analyze and monitor customer data to draw insights and optimizations, communicate those findings to clients, and adjust campaigns for better performance. The higher this metric, the greater the customer success agent’s operational efficiencies.
  • Support clients in optimizing products with tasks like, but not limited to – customer conversions, product branding, product updates, and industry expertise – This KPI tracks and measures the extent to which the customer success agent can support clients in optimizing products with tasks like, but not limited to – customer conversions, product branding, product updates, and industry expertise. The higher this metric, the greater the customer success agent’s operational efficiencies.
  • Drive efficiency in client relationships and demonstrate a tenacious spirit that is adaptable, doesn’t accept the status quo, and won’t allow the current landscape to be a blocker to driving long term customer value – This KPI tracks and measures the customer success agent’s ability to drive efficiency in client relationships and demonstrate a tenacious spirit that is adaptable, doesn’t accept the status quo, and won’t allow the current landscape to be a blocker to driving long term customer value.
  • Improve your ability to connect with clients by asking questions – This KPI tracks and measures the extent to which the customer service agent can improve their ability to connect with clients by asking questions. The higher this metric, the greater the customer service agent’s ability to communicate with clients by asking questions.
  • Build customer loyalty through feedback – This KPI tracks and measures the extent to which the customer success agent is able to build customer loyalty through feedback. The higher this metric, the greater the customer success agent’s ability to establish customer loyalty through feedback.

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Customer Success Team Objectives

The customer success team objectives or KPIs are designed to track and measure the customer success team’s operational efficiencies over time, including partnering with the sales team to manage customer expectations, mastering communication techniques, and customer success best practice methods. The higher these metrics, the greater the team’s functional efficiencies.

  • Partner with sales to manage customer success metrics and expectations – This KPI tracks and measures the extent to which the customer success team is able to partner with sales to manage customer success metrics and expectations. The higher this metric, the greater the customer success team’s ability to partner with the sales team to drive customer success metrics and expectations.
  • Master communication techniques and customer success best practice methods – This KPI tracks and measures the extent to which the customer success team is able to master communication techniques and customer success best practices over time. The higher this metric, the greater the customer success team’s ability to master communication techniques and customer success best practices.

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  • Improve the corporate understanding of the customer journey – This KPI tracks and measures the extent to which the customer success team is able to improve their corporate understanding of the customer journey. The higher this metric, the greater the customer success ability to enhance their corporate knowledge of the customer success journey.
  • Prioritize customer needs – This KPI tracks and measures the extent to which the customer success team is able to prioritize customer needs over time. The higher this metric, the greater the customer success team’s ability to prioritize customer needs over time.
  • Develop and improve customer success strategies – This KPI tracks and measures the extent to which the customer success team is able to develop and improve customer success strategies. The higher this metric, the greater the customer success team’s ability to build and enhance efficient customer success strategies.
  • Improve the measurement of team effort – This KPI tracks and measures the extent to which the customer success team is able to improve the measurement of the team’s effort over time. The higher this metric, the greater the customer success team’s ability to enhance the measurement of the team effort over time.

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These customer success KPIs are an integral part of ensuring that the customer success team meets its core efficiencies and critical organizational goals. The successful implementation of an effective customer success strategy plays a vital role in ensuring that the company meets its operational and organizational goals. As a result, measuring these objectives is key to operational success. These KPIs focus on tracking metrics grouped in three result areas: agent, team, and manager.

It is vital to track and measure these KPIs over time because they offer insight into the customer success department’s successes and where improvements are needed. Metrics like prioritizing customer needs, analyzing and monitoring customer data over time, drawing insights and optimizations, communicating those findings to clients, and adjusting campaigns for better performance, and reducing corporate-speak are fundamental to ensuring the company’s operational success.

Implementing customer success KPIs or objectives for the customer success team, agent, and manager drives the obligation to guarantee consistency over time. High-performing metrics are valued, translating into an effective customer success management strategy and application thereof by the customer success team, manager, and agent. On the other hand, low-performing metrics must be revisited as they show poor performance and detract from operational and organizational success metrics.

Benefits of AssessTEAM cloud-based employee evaluation form for your customer success team.

  • Use on all devices
  • Include custom KPIs
  • Keep historic trends
  • Include eSignatures
  • 360-degree feedback
  • Unlimited customization

A guided rollout is included with all our plans. Simply send us your job descriptions and we will set up your evaluations.
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