> For the complete documentation index, see [llms.txt](https://docs.churned.io/churned-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.churned.io/churned-docs/metrics-and-definitions/metrics/customer-success-for-saas.md).

# 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](/churned-docs/metrics-and-definitions/metrics.md). The **Learn more** link in a dashboard tooltip brings you to the matching section below.

## Vocabulary

| In the reference | On your dashboard                                                    |
| ---------------- | -------------------------------------------------------------------- |
| 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](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#active-customers)

### 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](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#churners)

### 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](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#churn-rate)

### ARR

*The current annual recurring revenue* of all active contracts, normalised to a yearly value. [Definition](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#arr)

### MRR

*The current monthly recurring revenue*, ARR divided by 12. Shown instead of ARR for monthly-billed setups. [Definition](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#mrr)

### Churn loss

*The yearly (or monthly) recurring revenue lost through the accounts that churned in the last 30 days.* [Definition](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#churn-loss)

### Remaining CLV

*The average remaining lifetime value of your accounts*, predicted by the lifetime-value model. [Definition](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#remaining-clv)

### Remaining CLT

*The average remaining lifetime of your accounts* in months, shown together with CLV in one tile. [Definition](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#remaining-clt)

### AI health score

*An all-in-one measure of the health of your accounts*, 1 to 10, mirror image of the risk score. [Definition](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#ai-health-score)

### 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](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#risk-levels)

### Net Revenue Retention (NRR)

*The recurring revenue retained from existing accounts* after expansion, contraction and churn. Hidden for flat-fee setups. [Definition](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#net-revenue-retention-nrr)

## CSM page

One row per account with [ARR](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#arr), [remaining CLV](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#remaining-clv), [risk score](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#risk-score), [health level](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#risk-levels), [risk change](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#risk-change), [top 3 risk drivers](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#top-3-risk-drivers), [risk change drivers](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#risk-change-drivers), [health breakdown](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#health-breakdown), [engagement score](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#engagement-score) and [next best action](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#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](/churned-docs/metrics-and-definitions/metrics/rfm-model-and-one-off-metrics.md#rfm-segments).

## 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](/churned-docs/metrics-and-definitions/metrics/segment-analysis-and-cohorts.md#cohort-analysis-subscriptions).

## Segment analysis

On the Technical Dashboard you compare segments on [engaged and non-engaged](/churned-docs/metrics-and-definitions/metrics/segment-analysis-and-cohorts.md#engaged-customers), [high- and low-value](/churned-docs/metrics-and-definitions/metrics/segment-analysis-and-cohorts.md#high-value-customers), [Top 3 Risk Drivers per segment](/churned-docs/metrics-and-definitions/metrics/segment-analysis-and-cohorts.md#top-three-risk-drivers-per-segment), [per health level](/churned-docs/metrics-and-definitions/metrics/segment-analysis-and-cohorts.md#per-risk-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.

{% hint style="info" %}
Playbooks: [Best Practices for Managing B2B SaaS Customers with Churned](/churned-docs/co-pilot/best-practices-for-managing-b2b-saas-customers-with-churned.md) and the [B2B SaaS RFV segment best practices](/churned-docs/metrics-and-definitions/rfv-model-segment-best-practices/b2b-saas.md).
{% endhint %}