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Customer Success Dashboards

This page covers Customer Success (CS) dashboards designed to help CSMs and executives track key performance indicators and identify areas for improvement.

Key Metrics​

The dashboard includes these core metrics:

  • Accounts: Total number of open accounts
  • Customers: Total customer count
  • Churn: Year-to-date churned accounts
  • Churn Rate: Percentage of accounts churned YTD
  • Customer Health Score: Measure of individual account health
  • CSM to Carry Ratio: Proportion of CSMs to managed accounts

Main Dashboard Sections​

CSM Health​

Breakdown showing which accounts are in poor, average, or good health status, helping CSMs prioritize efforts.

CSM Carry Ratio​

Displays customer distribution across CSM team members, ensuring balanced workload management.

Customer Health by Segment​

Regional and firmographic analysis revealing churn patterns and health variations across customer segments.

Recent Churned Accounts​

List of latest churned customers for quick identification and issue resolution.

Additional Features​

  • Drill-down capability for detailed metric analysis
  • Customizable layouts and data presentations
  • Data export options (CSV and PDF formats)

Purpose​

This dashboard serves as a comprehensive tool for tracking customer success metrics, enabling data-driven decision-making regarding customer retention and satisfaction.