Ask five Heads of CS the following questions and you may end up with five different answers: how do you define KPIs for CS teams? How can we make sure the KPIs cover all of our goals?

In CS, a well-defined KPI can boost revenues, while inaccurate metrics can shift the focus from what’s important.

This week Darya Wertheim spoke with Head of High Touch Customer Success, Tom Ronen, and Head of Client Services, Nir Fogel, about why setting KPIs for Customer Success teams is often a road stricken with potholes. They discuss three main dilemmas related to the topic – Is it better to define individual or team KPIs? Should you connect the KPIs to compensations? And what encourages more growth – Leading or Lagging KPIs?

*A short clarification – we know that the term CS can relate to different teams in different companies. At monday.com, CS refers to the teams who help the client implement and scale with the product, not technical support teams.

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SFS Talks: How to define KPIs for CS teams 36:59 Share

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SFS Talks: How to define KPIs for CS teams