Measuring Digital CS Effectiveness Guide

Discovering how to measure customer success and assessing the effectiveness of your Scale/Digital Customer Success motion can be a challenging task. Traditional methods often fall short in accurately gauging its impact, leaving leaders to rely on subjective judgments. That's where this unique template comes in. By downloading this template, you gain access to a structured process that allows you to measure and evaluate the effectiveness of your customer success initiatives. This valuable resource empowers you to identify and track essential Customer Success KPIs, ensuring you have concrete data to make informed decisions about your strategy.

Contributed by:
Dan Ennis

Training activities

Dan Ennis is s seasoned CS professional with over a decade of experience working in the SaaS space with customers of all sizes as both a leader and individual contributor. He is passionate about leading teams and scaling out CS outcomes for customers

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The steps you can take to document your customer-facing activities and ensure that you have the data to measure your digital CS motion's effectiveness.

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Contributed by: Shachar Avrahami

Shachar is the VP Product & Strategy at EverAfter. Shachar's elaborate background in product management & revenue operations spans from his work as Verbit's Director of Revenue Operations, to Head of Success Operations at Feedvisor.

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Contributed by: Mariah Urueta

Mariah boasts 4+ years of B2B SaaS expertise and 3+ years in Program Management from the non-profit sector. As Gong's 3rd Scale CSM, she expertly combined empathy and data to create a self-serve experience for the scale segment, achieving 2-3 times faster time-to-value for customers while managing 160+ accounts. Continuing her journey as Product Manager at LeanData, she excelled as an Associate Product Manager, leading the launch of multiple roadmap level features and integration enhancements.

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Processes & programs