Excellent Customer Success leaders know that the practice is both art and science. Being exceptional in the role means being good with both numbers and people. In a way, it is the perfect marriage of using data and and building relationships. Data helps you build better, stronger, happier, and longer relationships with your customer, because it’s the data that can help you deliver a more responsive, customized and pleasant experience for your customers.
Tracking the right metrics also comes with another benefit: They’re the raw materials you can use to secure more funding for your Customer Success department, argue for changes in processes that impact your team, and back up any feedback you deliver to Product. These are the metrics that prove your worth, help you grow, and enable you to deliver success to your customers too.
Disclaimer: Many of the metrics listed below aren’t solely customer success metrics. In fact, many will be from data sources that aren’t necessarily controlled, managed, or regularly accessed by the customer success department. This can make tracking this data challenging.
We recommend a 5 step process to getting the information you need to deliver a better experience to your customers.
- Make a spreadsheet with each of these KPIs listed. Include additional metrics that matter to your team. Fill in any of the data that you have.
- Determine who owns the information you need to fill in the rest of your spreadsheet. Once you figure that out, send a personal appeal requesting regular updates for that data.
- Set multiple event alerts to remind you to pester them for their numbers each week or month.
- Summarize the pertinent numbers weekly or monthly, so your boss is up-to-date on how you’re team’s doing. Also discuss with your team, so you can track progress to team goals, discuss areas where you can improve and celebrate wins as a team.
- Every quarter, re-evaluate team goals and the associated metrics used to track their progress and adjust your spreadhseet accordingly.