Episode description
In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo talk with Matt Collier, a seasoned customer success leader, to explore the intricacies of customer success metrics, KPIs, and the evolving role of customer success managers.
Their conversation dives into the importance of measuring the right outcomes rather than just activity, the balance between customer satisfaction and commercial success, and the need for adaptability in leadership. Matt shares insights on common pitfalls in customer success metrics and emphasizes the significance of focusing on key milestones that drive customer objectives.
Takeaways
- Customer success metrics should focus on outcomes, not just activity.
- Establish a baseline of KPIs early in the business.
- Health scores can create frustration if overly complex.
- Prioritization is key in customer success roles.
- CSMs should understand how their work drives strategic objectives.
- The role of CCO is crucial for cross-functional alignment.
- Don't overwhelm with too many metrics; focus on a few key ones.
- Adaptability in leadership is essential for success.
- Customer success is evolving into a revenue-generating function.
- Engagement models should be based on customer needs and outcomes.
Contents
- 00:00 Introduction
- 05:54 Understanding Customer Success Metrics
- 10:40 The Importance of KPIs in Customer Success
- 20:27 Balancing Customer Success & Commercial Outcomes
- 25:13 Defining the Role of CSMs
- 32:12 Common Pitfalls in Customer Success Metrics
- 39:56 Leadership & Adaptability in Customer Success
- 43:34 Final Thoughts & Homework
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred