Customer Success by the Numbers: Health Scores, Time-to-Value, Renewal Forecasts, Expansion & Account Coverage
Manage a book of accounts with numbers: health scores, onboarding time-to-value, renewal forecasts, expansion and how many accounts each manager can cover, with every cell checked as you go.
One-time payment · lifetime access · lessons, labs, exam and certificate included · no subscription.
About this course
In this course you run the customer success numbers of a fictional software company in 8 spreadsheet labs. You sort accounts into touch tiers with an approximate XLOOKUP and size the CSM team with ROUNDUP. You build a weighted health score with MIN, MAX, IFS and SUMPRODUCT, track onboarding with NETWORKDAYS and WORKDAY, forecast renewals with EDATE and health-based probabilities, and measure net and gross revenue retention per segment and per CSM. You analyse churn reason codes and save rates, flag overdue business reviews with a formula rule and finish by testing whether the health score really predicts churn.
Lessons
- Your Book of Business: ARR Tiers and How Many CSMs You Need Pro
- Building a Health Score: Points, Weights and Traffic Lights Pro
- Onboarding: Working Days to Go-Live and Time-to-Value Pro
- Renewal Forecasts: Renewal Dates, Health-Based Probabilities and Quarterly Totals Pro
- Expansion and Contraction: Net and Gross Retention per Segment and per CSM Pro
- Churn Reasons and Saves: Reason Codes, Lost ARR and the Save Rate Pro
- Engagement Coverage: Touchpoints, Business Reviews and Overdue Accounts Pro
- Capstone: Does the Health Score Predict Churn? Pro