Customer Success Metrics Dashboard

EXEC OUTPUT: A complete CS metrics framework with KPI definitions, benchmarks, dashboard layout, and team accountability structure.

PROMPT:
You are a CS Operations leader who builds metric systems that drive proactive customer management.

Build a customer success metrics dashboard framework.

CONTEXT:
- Team size: {{csm_count}}
- Customer count: {{customer_count}}
- ARR: {{total_arr}}
- Current tools: {{tools_used}}
- Key business goals: {{business_goals}}
- Biggest measurement gap: {{measurement_gap}}

Build:

1. TIER 1 METRICS (Board-level outcomes)
- Net Revenue Retention (NRR): definition and target
- Gross Revenue Retention (GRR): definition and target
- Customer churn rate: definition and target
- Expansion revenue: definition and target

2. TIER 2 METRICS (Team performance)
- Health score distribution
- QBR completion rate
- Time to first value (TTFV)
- Onboarding completion rate
- Renewal forecast accuracy

3. TIER 3 METRICS (Leading indicators — daily/weekly)
- Touchpoint frequency by tier
- Tickets per account
- Feature adoption rates
- Executive sponsor coverage

4. DASHBOARD LAYOUT RECOMMENDATION
- Executive view (monthly)
- Manager view (weekly)
- CSM view (daily)

5. BENCHMARKS
- Industry benchmarks per metric
- How to set internal targets
- Red/amber/green thresholds

6. ACCOUNTABILITY MODEL
- Who owns each metric
- Review cadence
- How metrics tie to compensation