How to measure your success as a Customer Success Manager

How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess

How to measure your success as a Customer Success Manager

Julia BurnettCustomer Success Manager

Krysta GahagenSenior Customer Success Manager


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How to measure your success as a Customer Success Manager



The Sparkcentral Customer Engagement Platformenables you to exceed customer service expectations

across any channel.

Contextualinteractions

Optimizedworkflow

Proactive engagement

Channel agnostic engagement

Getting Started / Reevaluating KPI’s

Ah- ha!!!

Where to start?

Top Down Approach

Company

Top Down Approach

Company

Success Team

Top Down Approach

Company

Success Team

Support CSM AM

Are there elements of community management, account management, or

general support to be included in the Customer Success Manager's KPIs?

Customer Success Department Breakdown

AccountManagement

CustomerSupport

Customer Success

Revenue

AccountMaturation

Renewal

ProductUsage

Should you use CSAT to help measure your goals?

CSAT Metrics

CSAT Metrics

Begin with an onboarding survey

CSAT Metrics


Develop a regular cadence of surveying

CSAT Metrics



Survey software users as well as stakeholders

CSAT Metrics



Survey software users as well as stakeholders

Track trends throughout the life of the customer

How does product usage play a part in customer happiness, and ultimately your goals as

a CSM?

Usage

● Increase adoption of key features

Usage


● Track usage trends and predict churn

Usage



● Increase renewals and expansions

Usage



● Increase renewals and expansions

● Provide invaluable insights to Product and Engineering

How are your goals and your customer’s goals related?

Customer goals are not (always) CSM goals

Company Goals Company Goals

Cust

omer

Goa

ls

Cust

omer

Goa

ls

Customer goals:

● Quickly respond to customers● Optimize agent productivity● Showcase team’s efforts● Scale customer care efforts

Customer goals are not (always) CSM goals

Company Goals Company Goals

Cust

omer

Goa

ls

Cust

omer

Goa

ls

Customer goals:

● Quickly respond to customers● Optimize agent productivity● Showcase team’s efforts● Scale customer care efforts

CSM goals:

● Adoption● Usage● CSAT● Growth

How do we hold CSMs accountable for nurturing

their accounts and ongoing training?

Source: Totango 2016 Customer Success Salary Survey & State of the Profession Report

Customer Success Teams Using a Customer Success Platform

2015: 25% of CSM teams 2016: 36% of CSM teams

Should we create metrics around

customer advocacy -- their

willingness to refer new businesses

and/or participate in marketing

efforts?

Example of Quarterly Customer Success Manager GoalsContinuous Goals: 70%Training & Onboarding

CSAT Onboarding Score of XComplete customer cycles on timeAdoption: X-X% - # of seats/ # of actual usersUsage: operational metrics, use of key functionality

Quarterly Customer-Facing Objectives: 15%X strategic customer visits/ quarterX Quarterly Business Reviews

Quarterly Growth Goals: 10%Number of case studiesNumber of beta launchesNurture Community (Customer Advisory Board, webinars, other forums)

Personal Growth: 5%Learn a new skill


Q&A

#CSMSuccess


Thank you to our presenters!




Join our upcoming webinar on August 10 at 7am & 1pm ET:10 Best Practices For Calculating

Your Customer Health Scores


Thank you for being here!

#CSMSuccess

Software

How to measure your success as a Customer Success Manager