Customer Success : Measure What Matters
Details
During our last session we had a discussion about measuring success in our organizations. A broad topic that we thought was important enough to unpack during an entire session. Certainly AI is beginning to influence how we present our value too!
Goal of the Session:
Leave with a clearer framework for measuring Customer Success performance—from individual contributions to executive-level reporting—while incorporating customer-validated outcomes.
Friday April 17th at 12 pm
- Welcome & Context (Scott & Meredith)
- Individual Contributor Perspective
- Balancing quantitative vs. qualitative success
- Challenges ICs face in proving impact
- Leadership Perspective
- Aligning CS KPIs with company strategy
- NRR / GRR / Path for Growth
- Measuring Customer-Verified Value
- Moving beyond internal metrics
- Examples of customer-facing success metrics
- Open Discussion
- What are you measuring to prove value in your company?
- Wrap-Up & Next Event
Bring the energy - this isn't another zoom meeting :)
Meredith Giersch is an accomplished customer success leader with 20+ years experience driving growth, innovation, and high performing teams. Tenacious about ensuring customers achieve and recognize value in company’s offering and services. Dedicated to using critical thinking, data, and AI to improve employee and customer experiences.
In her free time, her and her partner raise a high-energy, Australian Cattle Dog mix addicted to fetch!
Scott Zabilla is a collaborative leader focused on elevating Customer Success by empowering CSMs to become trusted advisors, while driving measurable customer value and meaningful growth across their organization.