Customer Success for SaaS
Which metrics a B2B SaaS dashboard shows and what the words mean
The SaaS dashboard models accounts (companies) with a contract and, when product data is connected, the users within each account. This page maps the generic metric definitions onto that vocabulary and lists every tile you will see; the definitions themselves live on the reference pages. The Learn more link in a dashboard tooltip brings you to the matching section below.
Vocabulary
Customer
Account or company (the Customers page)
Subscription
Contract
Active customers
Active Customers (at least one running contract)
ARR / MRR
ARR / MRR
Risk levels
Health Levels: Healthy, Neutral, Unhealthy
Order
not used; usage is measured with RFV instead
RFM
RFV: Recency, Frequency and Volume of product usage per user
Home dashboard tiles
Active customers
The current number of accounts with an active contract. An account counts once, however many contracts it has. Definition
Churners
The number of accounts that have churned in the last 30 days. An account churns when its last contract ends and no new contract starts within one week. Definition
Churn rate
The percentage of accounts that have churned in the last 30 days, relative to the base at the start of the period. Definition
ARR
The current annual recurring revenue of all active contracts, normalised to a yearly value. Definition
MRR
The current monthly recurring revenue, ARR divided by 12. Shown instead of ARR for monthly-billed setups. Definition
Churn loss
The yearly (or monthly) recurring revenue lost through the accounts that churned in the last 30 days. Definition
Remaining CLV
The average remaining lifetime value of your accounts, predicted by the lifetime-value model. Definition
Remaining CLT
The average remaining lifetime of your accounts in months, shown together with CLV in one tile. Definition
AI health score
An all-in-one measure of the health of your accounts, 1 to 10, mirror image of the risk score. Definition
Risk levels
The split of active accounts into three groups, shown on the dashboard as Health Levels: Healthy, Neutral and Unhealthy, with their ARR and account counts. Definition
Net Revenue Retention (NRR)
The recurring revenue retained from existing accounts after expansion, contraction and churn. Hidden for flat-fee setups. Definition
CSM page
One row per account with ARR, remaining CLV, risk score, health level, risk change, top 3 risk drivers, risk change drivers, health breakdown, engagement score and next best action. Click an account to expand it.
RFV model
The Users page segments the individual users of your accounts by product usage with the RFV model (Recency, Frequency, Volume). The segments (Champion, Loyalist, Potential Loyalist, New, Need Attention, At Risk, Hibernating, Lost) and their codes are defined on the RFM page.
Cohort analysis
The Cohort Analysis page groups accounts by the month their first contract started and shows the percentage still active per month of tenure. The definition, including Avg. retention and Avg. dropoff, is on the Segment analysis and cohorts page.
Segment analysis
On the Technical Dashboard you compare segments on engaged and non-engaged, high- and low-value, Top 3 Risk Drivers per segment, per health level and the trend graph with ARR, MRR, Churn Rate and Risk Score.
SaaS-specific notes
Typical health breakdown groups for SaaS are Product engagement, CSM engagement, Support, Payments and Customer profile.
The engagement score and the RFV segments require product-usage or communication data. Without them only the contract-based metrics are shown.
NRR is only meaningful when contract values can change (expansion and contraction); it is hidden for flat-fee setups.
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