Top CUSTOMER SUCCESS KPIs for Managing CSM Teams

#CustomerSuccessKPIs #customersuccess
How can Customer Success KPIs be used to track and measure the team's performance and efficacy of the customer success program?
The customer success team's job entails myriads of responsibilities. This includes managing the onboarding process, increasing product usage, proactive management of accounts, customer engagements, training, expanding and renewing accounts, and so on.
But how do you measure the effectiveness of your customer success team? The answer varies for different companies, but identifying your KPIs to measure customer success is an excellent step to start.
Learn how to manage a team with meaningful key performance indicators or Customer Success KPIs from Mike Sasaki, Vice President, Global Head of Customer Success and Support at Mitek Systems.
In this video, he shares his expertise in Customer Success KPIs, such as:
The different kinds of Customer Success KPIs
How to determine which Customer Success KPI works best for you
How to track and monitor Customer Success KPIs regularly
0:00 Intro
01:47 Mitek’s Customer Success
03:25 CSM Team KPIs
06:31 CSM Team’s Performance
07:25 Criteria for KPIs
08:00 NPS Response Rate
09:00 Tracking CS KPIs
11:15 Consumption Report
15:03 Customer’s Onboarding Journey
18:31 Leverage tracking of KPIs
Here are some bonus resources for you!
⏬ Download this Infographic: 10 Traits of Highly Performing Customer Success Teams
www.csmpractice.com/customer-...
📑 Read the blog about 4 Customer Success KPIs every High Touch SaaS Company should Track:
www.csmpractice.com/4-custome...
🎥 Watch this Video: Customer Success metrics and KPIs
• Customer Success METRI...
⏬ DOWNLOAD: Mike Sasaki’s presentation slides from this link:
www.csmpractice.com/customer-...
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Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:
1. Grab a free copy of our Customer Success templates and infographics
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[@nainau6204]

These discussions are sooo good I learnt are good. Thank you for sharing. CSM to customers ratio. Insight about nrr.red playbook.

[@CSMPractice]

Thanks so much!!

[@danielmontalvo4295]

Love this discussion and CSM insight

[@eyalshahar4876]

Great discussion, thanks for sharing. Found it interesting to learn Mike's perspective on things including his emphasis on NPS reponse rates, working hard to simplify a lot of data, and consistently re-evaluating metrics.

[@CSMPractice]

Glad you enjoyed it!

[@SriRam-fp1kt]

Thanks for this, great content

[@CSMPractice]

Thank you so much. Really appreciate you for taking the time to write it and the kind words.

[@iducatifan1]

dude, how did you find mike wazowski.

[@CSMPractice]

You mean Mike Sasaki?!

[@mexifry222]

12 accounts for 1 csm and all are high touch? Pfft what the heck..

[@CSMPractice]

Every organization is different …

[@marianie8482]

Is that too much or two little 😂

[@CSMPractice]

Usually, when it’s a high touch model we see anywhere from 4-20 accounts assigned per CSM.