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Customer Success Dashboard

Revenue Metrics

Key revenue retention and growth metrics

Gross Revenue Retention

+2.5%

95.8%

Net Revenue Retention

+5.2%

118.3%

Revenue Churn Rate

+0.8%

4.2%

Annual Recurring Revenue

+12.3%

2.4M

Cohort Revenue Retention

Cohort Size Month 1 Month 3 Month 6 Month 12
2024 Q1 .2M 100% 98% 95% 92%
2023 Q4 $980K 100% 97% 94% 90%
2023 Q3 $850K 100% 96% 93% 89%

Customer Engagement

User activity and engagement metrics

Daily Active Users

+5.2%

2,845

+145 from yesterday

Monthly Active Users

+12.3%

12,582

+1,234 from last month

Avg Session Duration

+3.1%

18:42

+0:35 from last week

Feature Adoption

+8.4%

76.2%

+5.4% from last month

Lifecycle Stage Distribution

Onboarding 25%
Active Usage 45%
Advanced 30%

User Retention by Week

User Engagement Score Distribution

High Engagement

45%

3,567 users

Medium Engagement

35%

2,778 users

Low Engagement

20%

1,587 users

Product Adoption

Feature usage and adoption metrics

Time to First Value

-12%

3.2 days

-0.4 days from last month

Time to First Payment

-8%

5.8 days

-0.5 days from last month

Active Features/User

+15%

7.4

+1.1 from last month

Feature Stickiness

+5%

82%

+4% from last month

Feature Adoption Matrix

Feature Adoption Rate Active Users MoM Growth Health Score
Core Payment Processing 98% 12,450 +2.3% Excellent
Analytics Dashboard 85% 10,685 +5.7% Good
API Integration 62% 7,812 +1.2% Fair

Feature Adoption Funnel

Awareness 100%
Activation 78%
Regular Usage 45%
Advanced Usage 28%

Time to Value Distribution

Customer Satisfaction

Customer satisfaction and feedback metrics

NPS Score

+5

65

CSAT Score

+2.1%

4.6/5

Health Score

+3.2%

87%

Advocate Customers

+12

234

15% of total customers

NPS Distribution

Promoters (9-10) 68%
Passives (7-8) 24%
Detractors (0-6) 8%

Customer Sentiment Analysis

Positive

72%

+5% from last month

Neutral

22%

-2% from last month

Negative

6%

-3% from last month

Recent Customer Feedback

Date Customer Rating Feedback Sentiment
2024-03-15 John Doe 9/10 Great product, excellent support team! Positive

CSM Performance

Customer Success Manager metrics and performance indicators

Avg ARR per CSM

+15%

$2.4M

+$312K from last quarter

Portfolio Health

+5%

85%

+3% from last month

Customers/CSM

+2

32

Optimal range: 25-35

QBR Completion

+8%

94%

Target: 90%

CSM Performance Overview

CSM Name Portfolio Size Portfolio ARR Health Score NPS Retention Rate
Sarah Johnson 34 $2.8M 92% 75 98%
Michael Chen 28 $2.2M 88% 70 95%
Emily Rodriguez 31 $2.5M 85% 68 93%

Customer Engagement Activities

QBR Completion 94%
Support Response Time 98%
Training Sessions 87%

CSM Efficiency Metrics

Avg. Response Time

2.4hrs

Task Completion

92%

Meeting Efficiency

95%

Documentation

88%

Early Warning Signals

Risk indicators and preventive metrics

At Risk Accounts

+5

24

8% of total accounts

Declining Usage

+3

15

5% of active users

Support Escalations

+2

8

Last 7 days

Payment Delays

+4

12

$245K at risk

Active Alerts

Customer Alert Type Trigger Priority Status
Acme Corp Usage Drop -45% MoM High In Progress
TechStart Inc Payment Overdue 30+ Days High Contacted
Global Services Support Tickets 5+ Critical Medium Resolved

Engagement Decline Signals

Feature Usage Drop 8 accounts
Login Frequency Decrease 12 accounts
Support Ticket Increase 5 accounts

Preventive Actions Required

Immediate Action

7

High Priority

Monitoring

12

Medium Priority

Review Required

15

Low Priority

Resolved

23

This Month

Advanced Analytics

Deep insights and predictive analytics

Predicted Churn (90d)

+2.1%

5.8%

15 accounts at risk

Predicted LTV

+15%

$85K

Per customer avg

Growth Potential

+8.3%

$4.2M

Expansion opportunity

Usage Trend

+12%

1.2M

Monthly transactions

Customer Behavior Patterns

Peak Usage Times

2PM - 4PM

Weekday average

Feature Correlation

78%

Usage overlap

Retention Drivers

3 Key

Features identified

Adoption Path

4.2 mo

To power user

AI Model Insights

Churn Prediction

92%

Accuracy rate

Growth Modeling

85%

Confidence score

Usage Forecasting

89%

Accuracy level

Risk Assessment

94%

Detection rate

Advanced Cohort Analysis

Cohort Type Size Growth Rate Retention LTV Prediction
Enterprise 125 +15.2% 94% $250K+
Mid-Market 342 +8.7% 87% 00K-250K