Customer Success Metrics and KPIs Questions

Covers the full lifecycle of defining, measuring, monitoring, and operationalizing customer success metrics and key performance indicators that quantify account health, retention, and revenue outcomes. Candidates should be able to describe revenue oriented measures such as net revenue retention, gross revenue retention, monthly recurring revenue, annual recurring revenue, expansion revenue, upsell and cross sell contribution, expansion rate, customer lifetime value, and churn and retention rates. The topic also includes product engagement and health indicators such as usage volume, login frequency, feature adoption, support ticket volume and resolution time, customer satisfaction score, net promoter score, and composite health scores. Candidates should explain the difference between leading indicators and lagging indicators, how to establish objective measurement frameworks and thresholds, how to segment customers and cohorts, and how to prioritize monitoring across accounts. It covers building dashboards and scorecards, automated scoring and alerting, forecasting and portfolio level key performance indicators including average account growth rate, time to value, time to revenue expansion, forecast accuracy, and team productivity metrics. Candidates should be able to link metrics to business outcomes and revenue, surface risks and expansion opportunities, design playbooks and corrective actions triggered by metric changes, work with stakeholders to define success criteria, and validate that interventions moved the metrics using instrumentation, experiment design, cohort analysis, and cohort comparison.