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.

Topics covered

• customer success metrics
• retention quota
• upsell tracking
• CSP performance