CSM appraisals are primarily based on customer retention, upsell, and cross-sell numbers against company provided targets. CS platform integrates with billing systems to track the latest status of open invoices, renewal dates, collected amounts, and other financial metrics to compute the customer success function’s bottom-line value. Granted that not every CS action ̶ such as support for new sales and marketing initiatives ̶ translates into quantifiable gains, CS platforms manage clear bottom-line impact through renewals by CSMs.
