Trust. The Missing Metric.

When Peter Drucker said, "If you can't measure it, you can't improve it." he was, in essence, advocating a cure for mediocrity through better metrics. Unfortunately, he didn't specify what should be measured. Devan was excited about her promotion from leading a single team in the CS organization to Head of Customer Success at a remote-first enterprise software company. Her former CS team consistently outperformed the other teams in the group across customer…