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Dear SaaStr: What “Quotas” Should My VP of CustomerSuccess and VP of Product Have? For a VP of CustomerSuccess (VPCS), their “quota” or ownership should revolve around two key metrics: Net Revenue Retention (NRR) and Gross Retention Rate (GRR). Without them, youre flying blind.
Your Success leaders get the playbook from OneTrust, Active Campaign, ChurnZero and MORE! Karen Tang, VPCS @ Active Campaign. Toni Tiffany, VPCS @ Orum. With sessions like… Revenue Alignment: How to Pull Marketing, Sales, CustomerSuccess Together . 5 Mistakes to Avoid to Prevent Churn.
This has consequences both for the cost of onboarding a customer, as well as the cost of maintaining the customer during the discovery period. Think beyond the cloud about what other resources you need to invest in making customerssuccessful with your platform.
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