CS Analytics Dashboards

Overview

Most CS teams operate on intuition — "I feel like this customer might churn." The mistake: relying on gut instead of a health score that flags at-risk accounts 60 days before cancellation. This skill covers the complete CS analytics stack: health score models, NPS/CSAT/CES programs, churn prediction, expansion propensity, support analytics, and CS team performance dashboards. Every metric mapped to an action.

Authoritative Foundations

• Gainsight — Customer Health Score Framework — Customer Health Score Framework
• Totango — Customer Success Maturity Model — Customer Success Maturity Model
• Bain & Company — NPS (Net Promoter System, Fred Reichheld) — NPS (Net Promoter System, Fred Reichheld)
• CustomerGauge — Account Experience (B2B NPS) — Account Experience (B2B NPS)
• David Skok — SaaS Churn Analysis — SaaS metrics — CAC payback, LTV/CAC, unit economics by stage.