{"slug":"strategy/business-strategy/75-customer-success-metrics","title":"75 — Customer Success Metrics","section":"strategy","sectionLabel":"Strategy","status":"unclassified","type":"document","path":"strategy/business-strategy/75-customer-success-metrics.mdx","bytes":6037,"description":null,"updated":null,"source":"integratewise/Integratewise-docs-wiki","content":"\nStatus: CANONICAL · Commercial OS\nOwner: Founder (CS) → CS #1\nLast verified: 2026-07-21\nDefinitions defer to [72 Revenue Metrics](72-revenue-metrics.md) where shared; activation definition lives in [45 §3](../08-customer-success/45-onboarding-playbook.md).\n\n---\n\n## Purpose\n\nThe CS measurement system: adoption, outcome, and continuity metrics per account and portfolio-wide — the numbers that predict renewal a year before the renewal date.\n\n**Target audience:** CS operator; founder; board (retention view).\n\n---\n\n## 1. The Three-Layer Account Scorecard (mirrors the health framework [44 §2](../08-customer-success/44-customer-success-playbook.md))\n\n**Layer 1 — Adoption (is the product lived-in?):**\n\n| Metric                   | Definition                                                                          | Healthy                                                                                      |\n| ------------------------ | ----------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------- |\n| Seat activation          | Per [45 §3]: ≥5 approved actions + ≥4 workbench-first mornings/wk                   | ≥ 70% of seats by day 30                                                                     |\n| ATA/seat/wk              | North star, account-level ([72 §1])                                                 | ≥ 5 floor · ≥ 8 mature                                                                       |\n| Workbench-first mornings | % of seat-days opening the bench before other tools                                 | ≥ 60%                                                                                        |\n| Intervention acceptance  | Twin interventions acted on (accepted/edited) ÷ surfaced                            | ≥ 40% (below = noise-tuning play [45 wk2](../08-customer-success/45-onboarding-playbook.md)) |\n| TruthLayer throughput    | Memory proposals reviewed/wk (approve _or_ reject — reviewing is the health signal) | ≥ 5/account/wk                                                                               |\n\n**Layer 2 — Outcomes (is it paying?):**\n\n| Metric                | Definition                                                | Healthy                                     |\n| --------------------- | --------------------------------------------------------- | ------------------------------------------- |\n| Baseline completeness | Committed outcomes with instrumented baselines ([28 §4])  | 100% (structural — no baseline, no account) |\n| Realized-vs-promised  | Attained ÷ committed outcome values at review             | ≥ 0.8                                       |\n| Documented catches    | Signals confirmed real + acted, with evidence chains      | ≥ 1/account/quarter                         |\n| Time reclaimed        | Morning-minutes + prep-hours delta vs. baseline (sampled) | ≥ 60% of gathering time by day 90           |\n\n**Layer 3 — Continuity & Relationship (will it compound?):**\n\n| Metric                    | Definition                                                      | Healthy                                    |\n| ------------------------- | --------------------------------------------------------------- | ------------------------------------------ |\n| Spine knowledge volume    | Approved memory entries + entity coverage growth                | Growing monthly                            |\n| Expansion triggers logged | Forwarded-morning / QBR-guest / handover-proof events ([46 §2]) | ≥ 1/account/quarter (leading NRR)          |\n| Sponsor engagement        | P2 attendance at day-30/90/QBR cadence                          | 100% of scheduled                          |\n| Review cadence health     | Reviews held on schedule                                        | 100%; 2 deferrals = play trigger ([44 §4]) |\n\n## 2. Portfolio Metrics (roll-ups the board sees)\n\nActivation rate across live onboardings · portfolio ATA/seat/wk trend · GRR ≥ 92% / NRR ≥ 120% (definitions [72 §2]; design-partner cohort separate) · renewal classification coverage: 100% G/Y/R by T−120 ([47 §5]) · catches portfolio-wide (the proof engine feeding [64](../12-corporate/64-case-study-templates.md)) · time-to-value: kickoff → first approved action ≤ 48h median ([45 KPIs]).\n\n## 3. The Leading-Indicator Chain (what predicts what — manage upstream)\n\n```\nDay-2 first-morning quality → day-30 activation → day-60 ATA level →\nday-90 realized-value ≥ 0.8 → expansion triggers → T−120 Green → renewal + NRR\n```\n\nRule: intervene at the _leftmost_ broken link ([44 play library]); a renewal saved at T−60 was actually saved at day 2. CS reviews report against this chain, not against a single health score — we sell against opaque scores; we don't manage by one ([09 Card 4](../02-category-market/09-competitive-battle-cards.md)).\n\n## 4. Measurement Integrity\n\nOutcomes counted from user-visible artifacts, never telemetry alone ([28 §4] anti-gaming) · time samples collected the same way at baseline and at review (like-for-like) · catches require the _customer's_ confirmation that the signal was real · realized-vs-promised reported honestly at ≥ 0.8 target — an inflated 1.2 today is a churned account next year.\n\n**KPIs (of the CS function):** portfolio activation ≥ 70% · realized-vs-promised ≥ 0.8 portfolio median · GRR/NRR at targets · review-cadence completion 100% · churn post-mortem completion 100% ([47 §5]) · case-study pipeline conversion ≥ 30% of day-90 reviews ([64 KPIs]).\n\n---\n\n**Related:** [72 Revenue](72-revenue-metrics.md) · [44 CS Playbook](../08-customer-success/44-customer-success-playbook.md) · [45 Onboarding](../08-customer-success/45-onboarding-playbook.md) · [47 Renewal](../08-customer-success/47-renewal-strategy.md) · [28 Outcomes](../05-value-pricing/28-customer-outcomes.md)\n"}