Recorded Webinar: The Ultimate Guide to Customer Success Metrics

Burke Alder

Customer Success Strategist


As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?”. To answer this question, we decided to collaborate on this topic with the best customer success leaders at a conference we held last September called the CS100 Summit. We took the results of this collaboration and created a webinar to help disseminate the results.

Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics

We held the webinar on Tuesday, May 16, 2017, to go over the results. The webinar is called “The Ultimate Guide to Customer Success Metrics”. You can request the recorded version here.

Drive Organizational Alignment with Customer Success Metrics

The Ultimate Guide to Customer Success SaaS Metrics” helps answer the following questions: Have you ever wondered what are the most popular and effective customer success metrics? Have you wanted to know how to align your organization around metrics that demonstrate value and results from your customer success strategies? Have you wanted to know how to measure your team with metrics that drive accountability and positive results?

Request the recorded webinar here: The Ultimate Guide to Customer Success Metrics

What You Will Learn When You Watch the Recorded Webinar

This recorded webinar will guide you through the most impactful metrics that help customer success leaders establish credibility, demonstrate value, drive organizational alignment, and deliver success.

Dave Blake, Founder/CEO at ClientSuccess; Katie Rogers, VP of Customer Success at SalesLoft; & Eric Boduch, Founder at Pendo discuss customer success SaaS metrics in the following categories:  financial, team performance, customer health, and product usage.


The metrics in the presentation were compiled by 100 of the top customer success leaders and executives at the CS100 Summit in Park City, Utah, last September.

In the recorded webinar, you will learn:

– Popular metrics for customer health, product usage, financial, team performance
– How to align your metrics across the organization
– How to begin measuring metrics
– How to create baselines and measure improvement
– Best practices to keep metrics simple and relevant

View the recorded webinar on the most popular customer success SaaS metrics: Request the Recorded Webinar

We believe customer success is not a department, but a company culture. You can download and read our entire Customer Success as a Culture eBook series below:

Customer Success as a Culture: Customer Success Leaders Edition
Customer Success as a Culture: Sales Leaders Edition
Customer Success as a Culture: Marketing Leaders Edition
Customer Success as a Culture: Product Leaders Edition

Also if you’re currently managing your customer success strategies in spreadsheets and Salesforce, you can request a demo to see how SaaS companies around the world are delivering customer success at scale with all their info in one place through ClientSuccess. Request a ClientSuccess demo

New posts each Tuesday and Thursday.

Customer success best practices delivered to your inbox.

Also worth reading

Critical Skills of the World's Most Successful Customer Success Managers and Leaders

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before. While working with customers takes a certain [...]

Burke Alder

Customer Success Strategist

Customer Success Webinar: How to Handle Churn as a Organization and Keep your Company Focused on Growth

ClientSuccess will host Julie Persofsky, Partner & Customer Success Advisor of Winning By Design, for this month’s customer success webinar series: How to Handle Churn as a Organization and Keep your Company Focused on Growth. Julie will walk you through a framework to help your organization understand the main cause of churn and how to [...]

Burke Alder

Customer Success Strategist

CSM from the Trenches: Mentors – Gregg Frohman, Director of Consulting, ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we [...]

Sam Feil

Customer Success Manager