Rethink your core KPI for Customer Success

I recently read a thread from Jason Lemkin advocating to rethink core KPI for Customer Success teams, and choose NPS or GRR instead of NRR.

Quoting Jason Lemkin:

Making upsell implicity the top goal of CS, which is part of NRR, corrupts being customer-centric.

I’d love to hear your thoughts on ways to incentivize Customer Success for the following goals:

• Be proactive instead of waiting for problems to happen;
• Being easy to reach out to and fast to respond;
• Making sure our customers are happy, in other words: high logo retention rate and GRR;

Note: GRR is gross revenue retention — what % of the revenue base a CSM has at the start of the year that you retain, before upgrades and growth.

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