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Customer Success KPIs

Customer success KPIs are critical performance indicators that track the ability of customer success agents, managers, and teams to implement successful customer success strategies over time. These KPIs are measurable metrics that help to ensure that the customer’s needs are met, leading to increased customer satisfaction and loyalty. By tracking Customer success KPIs such as customer retention rate, Net Promoter Score (NPS), and customer churn rate, organizations can gauge the effectiveness of their customer success strategies and make data-driven decisions to improve the customer experience. Ultimately, the use of customer success KPIs is essential to the organization’s ability to grow and mature over time, as it ensures that customers are satisfied and loyal to the brand, leading to increased revenue and profitability.

Customer Success KPIs Reporting Dashboard

Customer Success Manager Objectives

The success of a customer success manager is crucial to the overall success of an organization. Their objectives are designed to track and measure their operational efficiencies over time. These customer success KPIs include building solid, credible client relationships, ensuring the correct staff are hired, and removing obstacles preventing customers from achieving maximum ROI from their investments. By tracking these KPIs, organizations can assess the effectiveness of their customer success managers and identify areas for improvement, such as improving communication or streamlining processes. Ultimately, the use of customer success manager KPIs helps to ensure that customers are satisfied and loyal, leading to increased revenue and growth for the organization over time.

  • 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

The success of a customer success agent is integral to ensuring that customers are satisfied and loyal to an organization. Customer success agent objectives are designed to track and measure their operational efficiencies over time. These customer success KPIs include reducing corporate speak, developing and improving customer success strategies, prioritizing customer needs, and continually improving product knowledge. By tracking these KPIs, organizations can assess the effectiveness of their customer success agents and identify areas for improvement. Ultimately, the use of customer success agent KPIs helps to ensure that customers receive a positive experience, leading to increased revenue and growth for the organization over time. The higher these metrics, the greater the agent’s operational efficiencies, leading to increased customer satisfaction and loyalty.

  • 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 success of a customer success team is crucial to ensuring that customers are satisfied and loyal to an organization. Customer success team objectives are designed to track and measure their operational efficiencies over time. These KPIs include partnering with the sales team to manage customer expectations, mastering communication techniques, and utilizing customer success best practices. By tracking these KPIs, organizations can assess the effectiveness of their customer success teams and identify areas for improvement. Ultimately, the use of customer success team KPIs helps to ensure that customers receive a positive experience, leading to increased revenue and growth for the organization over time. The higher these metrics, the greater the team’s functional efficiencies, leading to increased customer satisfaction and loyalty.

  • 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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Customer Success Revenue Objectives

  • Improve the Average Revenue Per Account (ARPA) – ARPA is expressed as the fraction of total revenue generated in a give period to the total number of customers billed in the same period.
  • Improve the Monthly Recurring Revenue Rate (MRR) – MRR is expressed as the sum total of average monthly revenue of all active customers.

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  • Improve the Expansion MRR Rate – Expansion MRR is expressed as the fraction of new revenue collected in the form of upsell or cross-sells to existing customers to the total revenue collected in that period.
  • Improve the Customer Lifetime Value (LTV) – LTV is expressed as the total amount of revenue you can expect a customer to generate for your business over the course of their entire time as a customer.
  • Reduce the Customer Acquisition Cost (CAC) – CAC is expressed as the fraction of total amount spent in all marketing and promotional activities to acquire new customers to the total number of new customers acquired in that period.
  • Improve the LTV/CAC Ratio – LTV to CAC ratio is expressed as the fraction of your Customer Lifetime Value to the Customer Acquisition Cost of the company.
  • Reduce the Customer Retention Cost (CRC) – CRC is expressed as the sum total of all the amount spent to keep your current customers continue to purchase from you.

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Customer Success – Customer Engagement Objectives

  • Improve the Net Promoter Score (NPS) – NPS is expressed as the difference of the number of promoters and detractors, where the promoters are customers who are highly likely to recommend your brand to their family or colleagues, and the detractors are customers who are not at all likely to spread your brand.
  • Reduce the Customer Churn Rate (CCR) – CCR is expressed as the fraction of total number of customers lost in a give period to the total customers the company had at the beginning of that period.

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  • Improve the Customer Satisfaction Score (CSS) – CSS is expressed as the fraction of the number of happy and engaged customers to the total number of customers.
  • Improve the Customer Retention Rate (CRR) – CRR is expressed as the fraction of the number of old customers who continue to be with your company to the number of customers the company had at the beginning of that period.
  • Improve the Renewal Rate – Renewal rate is expressed as the fraction of total customers opting for renewal to the total customers up for renewal in a given period.
  • Improve the Customer Health Score (CHS) – CHS is expressed as a score you assign to each customer based on their engagement and product usage, high scores signifies satisfied customers.
  • Improve the First Contact Resolution Rate (FCR) – FCR is expressed as the fraction of total issues resolved in the first interaction to the total issues reported in a given period.

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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 smart devices
  • Include custom KPIs
  • Keep historic trends
  • Include eSignatures
  • 360-degree feedback
  • Unlimited customization
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