Vitally asked seven Customer Success leaders: “What’s the best metric for tracking the impact of your CS team?”
Skip to:
- 00:00 Intro
- 00:13 ARR taken from "red" to "yellow"/"green" on a quarterly basis
- 01:11 GRR for early stage CS orgs, NRR for more mature orgs
- 02:10 Customer advocacy
- 03:24 Gross Dollar Retention
- 04:28 At-Risk Accounts Saved + Associated Revenue
- 06:37 Net Revenue Retention
- 07:35 Customer Success Qualified Leads
Featured in this episode:
- Tyler Diderich / Manager of Customer Success Engineering at runZero
- Angeline Gavino / Vice President of Customer Success at Katalon
- Mary Poppen / President, Chief Customer Officer at HRIZONS Employee Experience
- Laura Kightlinger / Freelance Customer Success Leader
- Adil Dittmer / Head of Customer Success at Testbox
- Katie Bugas / Former Chief Customer Officer at Triptease
- Annie Dean / CEO and CoFounder at RecastSuccess
To catch future episodes of One Vital Question, subscribe to Vitally on YouTube: @vitally_io
