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Customer Success Metrics & KPIs
This course explains how to measure and manage customer success using data. Learners explore key metrics like churn rate, NPS, customer lifetime value (CLV), health scores, and onboarding completion. The course also teaches how to create dashboards and reports to track progress and improve customer outcomes. Whether you work in SaaS, support, or account management, this course helps you align your success strategy with business growth. You’ll walk away with the skills to monitor performance and demonstrate ROI on customer initiatives.
Description
Customer success isn’t just a support function — it’s a growth driver. This course teaches professionals how to define, track, and act on customer success metrics that reduce churn, boost satisfaction, and create long-term revenue. You’ll begin by understanding what customer success really means — proactive support, ongoing value delivery, and relationship building — and how it differs from customer support. You’ll explore essential KPIs like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), retention rate, churn, and expansion revenue. The course dives into how to set up dashboards and reports using tools like HubSpot, Gainsight, Salesforce, or spreadsheets. You’ll also learn how to track product adoption, onboarding completion, feature usage, and support ticket frequency. Through real case examples, you’ll see how top SaaS and service businesses monitor customer health and build playbooks for intervention — re-engagement emails, QBRs, check-in calls, and educational touchpoints. Special modules focus on cross-functional alignment between product, sales, and customer teams to ensure feedback is acted on and customers receive continuous value. You’ll also explore how to build Success Plans, automate renewals, and identify upsell opportunities. By the end, you’ll know exactly how to use data to improve customer relationships and turn success into a measurable business outcome. This course is perfect for CS teams, account managers, and customer-facing professionals looking to elevate their impact.
Reviews
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Akari Nakamura
Excellent Course
デザインも良く、機能性も抜群です。素晴らしい体験をありがとう。
Haru Kobayashi
Excellent Course
非の打ち所がない製品です。期待以上の結果に満足しています。
Taiga Suzuki
Excellent Course
質の高さに感動しました。これは間違いなく最高の選択です。
Rina Sato
Excellent Course
効果がすぐに現れて驚きました。購入して大正解でした。
Sosuke Tanaka
Excellent Course
この製品は本当に素晴らしいです。毎日使うのが楽しみです。