CRO · Dashboard · Intermediate · Saves 30+ hours
Customer Success Metrics Dashboard
A dashboard for tracking CS metrics.
What's included
- Retention metrics
- Expansion metrics
- Health metrics
- Activity metrics
- Team performance
- Executive summary
Best used when
- Tracking CS performance
- Reporting to leadership
- Identifying issues early
- Setting team goals
The template
The Template
RETENTION METRICS
Retention Dashboard
RETENTION METRICS
GROSS RETENTION:
Current: ____%
Target: ____%
Trend: ↑↓
NET RETENTION:
Current: ____%
Target: ____%
Trend: ↑↓
LOGO RETENTION:
Current: ____%
Target: ____%
Trend: ↑↓
CHURN THIS PERIOD:
Logos churned: _____
ARR churned: $_____
Primary reason: _______________
AT-RISK ACCOUNTS:
Red health: _____
Upcoming renewals at risk: _____
ARR at risk: $_____
CS Metrics Summary
| Metric | Target | Current | Prior | Trend |
|---|---|---|---|---|
| Net retention | 110%+ | % | % | |
| Gross retention | 95%+ | % | % | |
| Health score avg | 80+ | |||
| Time to value | days | days | days | |
| CSAT/NPS |
ACTIVITY METRICS
Activity Dashboard
CSM ACTIVITY METRICS
CUSTOMER TOUCHES:
Meetings held: _____
QBRs completed: _____
Emails sent: _____
Response rate: ____%
PROACTIVE OUTREACH:
Health-based: _____
Renewal-based: _____
Expansion-based: _____
TRAINING/ADOPTION:
Training sessions: _____
Adoption calls: _____
Best practice shares: _____
ESCALATIONS:
Total escalations: _____
Avg resolution time: _____ days
Open escalations: _____
Frequently asked questions
What is the Customer Success Metrics Dashboard?
A dashboard for tracking CS metrics.
Who is the Customer Success Metrics Dashboard for?
It is built for CROs and their teams working on Customer Success. The AI coach adapts it to your company, stage, and goals.
How long does the Customer Success Metrics Dashboard take to use?
It saves roughly 30+ hours versus building from scratch. Our AI coach can tailor the dashboard to your situation in minutes, then hand you a step-by-step plan.
Is the Customer Success Metrics Dashboard free?
Yes. You can read the full dashboard and start getting coached through it for free. Sign in to save your tailored version and track your next steps.
How does the AI coach help with the Customer Success Metrics Dashboard?
The coach teaches you the framework, asks a few questions about your business, tailors the dashboard to you, and gives you measurable next steps to execute.