Metrics are critical in customer success—especially when reporting to the C-Suite. But what does leadership want to know? What are the metrics that really matter?
In this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about which metrics are important, and how to report them correctly.
Gemma Cipriani-Espineira is an award-winning software executive—building and leading global customer teams with a focus on driving retention, product adoption, and customer advocacy. She believes that customer success is the fastest path to sustainable growth, and is passionate about getting customer success a seat at the table.
Gemma’s career in customer success has led her all the way to becoming the CCO at Chili Piper. And while there has definitely been an increase in the understanding of the role and responsibilities of a CCO, the position is still relatively new within the customer success space. So how does Gemma's define what a CCO does?
And the CCO comes with a lot of responsibilities – including tasks such as analyzing metrics and reporting back to the board. But which metrics really matter to the board?
Listen now to the full conversation with Gemma and Anika to learn more about what metrics are important as a CCO and how to report on them.
Head of Digital Success
Atlassian
Gemma is a digital customer success executive with over a decade of experience scaling post-sales organizations in high-growth SaaS. She currently leads Digital Success at Atlassian and previously served as VP of Digital CS & Experience at Twilio, where she built digital-led CS programs and improved experiences for long-tail customers. As Chief Customer Officer at Chili Piper, Gemma led the company through 7x ARR growth and built a CS organization that consistently delivered >90% GRR and >120% NRR. She is also the founder of CS Angel, a syndicate investing in technology that powers customer-led growth.
Founder & CEO
The Customer Success Pro
Anika is a customer success executive and founder with over 10 years of experience helping SaaS teams drive retention, revenue, and confidence at scale. She is the Founder & CEO of The Customer Success Pro, a coaching consultancy for CS professionals, and most recently served as Head of Customer Success at Griffin. Anika has held CS leadership roles at Karbon, inSided, and ZAP, and is known for her practical approach to commercial impact, strategic storytelling, and community-driven growth.
