#19 Financial metrics that drive customer success ops - Haden Cosman, Senior RevOps Manager, SoSafe

In this episode, we dive into the financial metrics of CS Ops, how they impact decision-making, and what levers you can pull in CS to positively impact those metrics while optimizing NRR.

What you’ll learn in this episode:

• What are the main financial metrics for RevOps?

• Specific examples of how those financial KPIs actually drive behavior

• Who defines metrics and goals in large organizations?

You can find more information about Haden here:

https://www.linkedin.com/in/haden-c-93271160/

RevOps Letter: https://www.getweflow.com/revopsletter Janis on LinkedIn: https://www.linkedin.com/in/philippstelzer/ Philipp on LinkedIn: https://www.linkedin.com/in/janiszech/ Weflow: https://www.getweflow.com/

Marker:

(00:00:00) Introduction/What are the main financial CS metrics?

(00:05:20) How do you measure and attribute CS metrics

(00:08:16) SoSafe’s service model and CS responsibilities

(00:19:18) Communicating metrics and goals to the revenue org

(00:22:24) Key drivers for driving CS efficiency

(00:28:48) What advice would you give your younger self?