8 Metrics You Need To Track To Propel Your CSM Career
Oct 01, 2024
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Here’s what you can expect from this episode:
You probably already know how crucial it is to be able to track data and metrics if you are looking to grow your Customer Success Manager career. But what do you do if you have limited access to the data? Well, don’t worry cause I have you covered.
In this episode, I'm breaking down exactly what data points and metrics you should be tracking to grow your career in Customer Success. We even explore the simple calculations for these metrics and discuss utilizing them to stand out in resumes, interviews, and promotion discussions.
This episode will be meaty, so you might want to grab a notebook and pen, and let’s dive in!
Topics covered on propelling your CSM career:
- Why NRR (Net Revenue Retention) is a crucial measure of CSM performance and a simple method you can use to track NRR by keeping track of ARR (Annual Recurring Revenue), expansions and contractions
- Learn how to calculate and leverage churn rate and renewal rate to demonstrate your value in interviews and career discussions
- The role of surveys, such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score), in capturing customer sentiment and how to create your own version if the company does not provide it
- The importance of the customer health score and how to track these at the start and end of each quarter
- How to track product adoption metrics, even amidst technical or privacy challenges
Resources Mentioned:
- Churn Rate formula
- Customer Renewal Rate formula
- How to Measure Product Adoption
- Learn how to stand out and get interviews in today's crowded job market. Watch my FREE Training: How I Help My Clients Stand Out & Get Interviews
- Want to know how to SELL your experience, stand out from other candidates and show up confidently to your Customer Success job interviews? Watch my FREE Training: Nail Your Customer Success Interviews
- Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me
Connect with Carly:
- Connect with me on LinkedIn
- Email me at [email protected]
Related Episodes:
- Episode 33: The $150K Resume: What Sets Apart Top Customer Success Earners
- Episode 32: Becoming Layoff-Proof: Securing Your Place in a Volatile Market
- Episode 28: Expedite your path to promotion by building this habit
More about Customer Success Career Coach:
Customer Success Career Coach is the must-listen podcast for current and aspiring Customer Success pros. Join Carly and her guests as they spill the secret strategies and tips for building your Customer Success career. This isn't your typical snooze-fest – they’re diving deep into the world of Customer Success careers. Whether you're starting from scratch (hey career transitioners!) or eyeing that next big promotion, they’ve got the playbook for you. Every Wednesday, join Carly and her amazing guests as they dish out practical advice and real-life steps you can actually use. No fluff, just stuff you can apply ASAP to score that dream job, snag that promotion, or become the team rockstar.
