CSP Metrics That Matter: How to Track Retention and Upsell Quotas
Customer Success Professionals need dual metrics: retention quota (keeping existing ARR) and upsell quota (expanding accounts). Track health scores combining product usage, support tickets, NPS, and engagement frequency. Set retention targets at 90%+ GRR and upsell targets at 10-15% of managed portfolio ARR. Tie both metrics to compensation for aligned incentives.