Irit was at the forefront of the Customer Success revolution that started with Gainsight. She has since built her on customer success organization helping companies of all sizes build, re-build, and grow the customer success function. She shares a ton of knowledge with us. Understanding what customers want beyond the scope of the project Fundamental KPIs for the first implementation of Customer Success The NRR - Net Retention Rate The number one mistake when setting up Customer Success The right leading indicators necessary to get Customer Success right Behavioral KPIs to track in Customer Success What makes a good CSM What makes a good weekly CSM One on One What consultants should be doing for their own Customer Success score