Feedback Requested on Quantifiable KPIs for SaaS B2B CSM Role and Onboarding Checklist

·Apr 17, 2026 03:57 PM·

Hi colleagues! This is a bit of an urgent request as we are looking to make an offer to a CSM as soon as possible… these were the KPI‘s I created from scratch but my boss thought they needed to be more quantifiable examples of how success would be measured. Anyone who can look at this document and give me some feedback, share ideas, or if you have really great KPI’s for a SaaS B2B Company / onboarding checklist, I would be forever indebted. https://docs.google.com/document/u/1/d/1je-l3mm0SUWxttcReEsk-J80k-K123HrzuBnWqkNDnI/mobilebasic?pli=1

38 comments

· Sorted by Oldest

mercer
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looking
Kimberly Sanderson
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You’re a lifesaver thank you so much
mercer
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hm when I open it gives me an error?
Kimberly Sanderson
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Hmm I checked and it’s an editable version to anyone who opens it let me see!
mercer
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weird okay. Hopping into a meeting but will come back after to review more. I also have written a lot about this and have an example trello board, just need to be focused on this meeting. ❤️
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Kimberly Sanderson
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Understandable I can’t thank you enough for your kindness.
Ines
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I'm getting an error too and just got out of a meeting
Kimberly Sanderson
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https://docs.google.com/document/d/1je-l3mm0SUWxttcReEsk-J80k-K123HrzuBnWqkNDnI/edit?usp=sharing
Kimberly Sanderson
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Does this open up for you?
Ines
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Yesss
Kimberly Sanderson
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Oh wonderful.
Ines
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(I wanted to find a cute relay race gif but none came up, soz mercer)
Ines
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Gimme a min!
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Ines
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Alright I need a more specific ask here. Are you referring to the KPs listed in the ORIGINAL KPIs tab?
Ines
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Ya want me to look at that, or at the job description?