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Research Report

Critical Customer Success KPIs, Metrics, and Health Score Variables

This report is for Customer Success members only

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Customer success is the fastest growing market in technology. As a result, one of the top questions TSIA receives year after year is around understanding what the top KPIs and metrics used in customer success are.

This research will show benchmark and research polling data to better understand how customer success organizations represent their KPIs and metrics to their executive teams.

TSIA has additionally gleaned top metrics used across all the charters of adoption, expansion, and retention and included those to help TSIA Members with KPIs for their customer health and dashboards.

Authored By:

Stephen Fulkerson

Vice President, Customer Success Research, TSIA

Marc Troyan

Director, Customer Success Research, TSIA

Darlene Kelly

Publish Date: June 2, 2022

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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