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Listen "#19 Financial metrics that drive customer success ops - Haden Cosman, Senior RevOps Manager, SoSafe"
Episode Synopsis
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?
In God we trust