In Customer Success Operation Management, metrics are segmented into Core, Proxy, and Barrier metrics to provide a structured approach to tracking and optimizing performance.
By prioritizing metrics in this way, CSOM ensures strategic alignment, data-driven decision-making, and sustainable business growth. Furthermore, we categorize these metrics by frequency of monitoring—Top (quarterly), Monthly, and Weekly—to maintain ongoing visibility and actionability.
This segmentation helps prioritize which metrics should be at the forefront of decision-making and which require continuous monitoring to mitigate risks.
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Mathematically, Customer Success can be expressed as follows: CS = CE * CO
where: CS - Customer Success (The company's success from working with the customer) CE - Customer Experience (The user experience that the business and customer have gone through together) CO - Customer Outcomes (The results achieved by the customer, whether they are ready for "word-of-mouth" (the highest measure of customer trust))
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More and more detailed information about the metrics that are used in projects can be found at the link
graph TD
A["SaaS Metrics Dashboard"]
B["Performance Metrics"]
C["Monthly Metrics"]
D["Weekly Metrics"]
A --> B
A --> C
A --> D
B --> B1["Churn Rate: -2%"]
B --> B2["CLTV: +20% ARPPU"]
B --> B3["NPS: +35%"]
B --> B4["Revenue Growth"]
B --> B5["CAC: Optimized"]
C --> C1["Feature Adoption Rate"]
C --> C2["Customer Health Score: +20%"]
C --> C3["ARPU: +20%"]
C --> C4["Proactive Engagement"]
C --> C5["Payback Period: Reduced"]
D --> D1["Support Response Time"]
D --> D2["CES: Improved"]
D --> D3["Churn Risk Monitoring"]
D --> D4["Customer Check-Ins"]
D --> D5["Deals Slipped: 44%"]
D --> D6["CS Cycles: Standardized"]
%% This diagram represents the SaaS Metrics Dashboard structure
%% It shows the hierarchy of metrics categories and key performance indicators