What Your Board Really Cares About in Customer Success (Hint: It’s Not NPS)

Session Abstract

This hands-on workshop explores how boards and investors evaluate Customer Success through the lens of retention, revenue efficiency, and long-term business durability rather than operational activity alone. Attendees will learn how to connect day-to-day CS work to executive-level metrics such as GRR, NRR, and revenue efficiency, practice framing Customer Success impact in financial terms, and leave with practical tools for communicating portfolio performance and business value more effectively to leadership teams and stakeholders.