I was asked by a sales person how are customer success managers measured?

I walked through some of the metrics such as Net Promotor Score (NPS), Net Dollar Retention, Renewal rate, Churn Rate, Expansion, Number of QBRs delivered, client meetings, assessments delivered etc. I also talked about health scores.

These are what I would describe as the hard measures.

The flip side to the hard measures are the soft measures. These measures are primarily based upon "perception". We have client perception and team perception. The CSM needs to have a good working relationship with the client and your internal team (presales, sales, support etc). Both groups also need to see value in what and how the CSM interacts and delivers to the client.

I believe that the hard measures are designed to infer the success of the soft measures. These hard measures are also there to bridge the gap between the measures which define the client's success and the success of the business that the CSM represents.