Top Customer Success KPIs for Managing CSM Teams

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 Type of Customer Success Practice at Mitek
03:25 Customer Success KPIs of Mitek’s CSM Team
06:31 How to track CSM Team’s Performance
07:25 Criteria for Selecting KPIs for the CSM Team
08:00 NPS Response Rate as Key Indicator
09:00 Tracking of Customer Success KPIs
11:15 Customer Health Report and Dashboard Monitoring
15:03 Customer’s Onboarding Journey
18:31 How to leverage tracking of Customer Success KPIs

Here are some bonus resources for you!

📑 Read the blog about 4 Customer Success KPIs every High Touch SaaS Company should Track:
https://bit.ly/3wafsO8

🎥 Watch this Video: Customer Success metrics and KPIs
https://bit.ly/3fWfvb1

⏬ DOWNLOAD: Mike Sasaki’s presentation slides from this link:
https://bit.ly/327AvDf

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READY TO BUILD A WORLD-CLASS CUSTOMER SUCCESS PROGRAM?

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☎️ Apply for a free Customer Success Strategy session to see if our program is right for your organization: https://csmpractice.lpages.co/call/

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