This is the biggest variable in how you will be measured as a CSM

In this survey, only one question reigns supreme over all others.

The length of contract and extensibility of your product

This term represents an opportunity for the customer to start small with your product and then expand their use of it over time

Customer Satisfaction, Customer Health Score and Activities are examples of this

At this stage company, the focus of customer success is typically on mitigating churn.

In a NPS survey response, customers are categorized into three groups based on their score 0-6, 7-8, 9-10. They have these specific names associated with each group.

In this type of situation, a customer must renew every month

When this happens, the overall contract value for the customer in increased

This is a proxy for future customer behavior

At this stage company, the focus of customer success is typically on up sell and cross sell

Subtracting the percentage of detractors from the percentage of promoters reveals this

In this type of situation, a customer must renew every year

The total amount of annual recurring revenue (ARR) that you are responsible for. This is derived by adding all of the ARR for each of your customers.

This offers a complete view of CS team performance including
- Health score
- Renewal rates
- Contract growth
- QBR's
- At risk customers and ARR
- NPS

At this stage company, the operations of a Customer Success team and related client information may be kept in spreadsheets or in Salesforce.

This is the possible range of a Net Promoter Score Survey (including all responses).

This happens when a company adds more revenue to its existing install base contracts through up sell and cross sell than was lost through churn

Customer Success is all about keeping customers healthy so that they renew their contracts and buy more from you.

As a CSM, you may be measured by the improvement in this metric month over month

DAILY DOUBLE!!!!

New Category: Ancient Rituals

Answer: Yearly movement and gathering of like-minded followers.

The following are examples of this:
- Reduction in usage
- No/small usage of key features
- Too many support calls
- No support calls
- Low survey scores
- Bounces/unsubscribe from marketing messages
- Sudden stop in references / speaking engagements
- Overdue invoices

The healthiest SaaS companies will have this number in the 110% - 120% range

The following are examples of components to this metric:
- NPS
- Customer support metrics - how often they call, how long are the tickets open
- References - how often, how many
- Community engagement - Does the customer participate in your community? How often?
- Marketing engagement - Does the customer open and read your email? Case study, participate by speaking on your behalf
- Invoice history - do they pay their bills on time?
- Transaction history - have they renewed and how many times?

This will drive your salary and promotion opportunities even if your team performance drives your variable compensation.