Customer Success metrics that matter

As Customer Success teams we’re constantly striving to help our customers achieve their goals and objectives- but how do we know if our efforts are having the desired effect? Are there metrics that indicate whether or not Customer Success has been, well, successful? Which Customer Success metrics matter?

What’s the difference between a metric and a KPI?


Net Churn

Retention Rate

Expansion Revenue

Product Usage

Usage patterns

User skill level

Customer Sentiment


Volume of support tickets

Quality of relationships

First posted on the ChurnZero blog.

Customer Success consultant, writer, and expert