CCO Metrics: How to Convince the C-Suite

Interview

Customer Analytics

Editorial

In Conversation

CCO Metrics: How to Convince the C-Suite

Interview

Customer Analytics

Editorial

In Conversation

CCO Metrics: How to Convince the C-Suite

Interview

Customer Analytics

Gemma Cipriani-Espineira, Chief Customer Officer at Chili Piper discusses which metrics matter most to the C-Suite.

Gemma Cipriani-Espineira

Nov 22, 2022

Metrics are critical in customer success—especially when reporting to the C-Suite. But what does leadership want to know? What are the customer success 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?

“As a Chief Customer Officer, I'm effectively the owner of the customer journey. So, I have to be the glue...[setting] expectations and setting people up for success.”

Gemma Cipriani-Espineira

Head of Digital Success

Atlassian

Metrics are critical in customer success—especially when reporting to the C-Suite. But what does leadership want to know? What are the customer success 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.

“As a Chief Customer Officer, I'm effectively the owner of the customer journey. So, I have to be the glue...[setting] expectations and setting people up for success.”

Gemma Cipriani-Espineira

Head of Digital Success

Atlassian

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?

“The most important number is net revenue retention (NRR). Because it is the truest indicator of the product providing value. People are not gonna stay with you and increase their spend if they don't see value in your product.”

Gemma Cipriani-Espineira

Head of Digital Success

Atlassian

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?

Gemma Cipriani-Espineira

Head of Digital Success

Atlassian

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.

Gemma Cipriani-Espineira

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.

Anika Zubair

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.