Are You Tracking Metrics That Actually Drive Retention?

Customer Success teams have access to a sea of metrics—but which ones actually move the needle? Here are the five metrics that drive strategic value:

1. Net Revenue Retention (NRR): The king of CS metrics. NRR measures the total revenue retained from existing customers, including expansions and minus churn.

2. Customer Health Score: A composite score based on product usage, support tickets, engagement, and account changes. Predictive health scoring helps you act before customers churn.

3. Time to Value (TTV): How long does it take for your customer to see the first real outcome? Shortening TTV can massively improve retention.

4. QBR Completion Rate: Quarterly Business Reviews should be more than a checkbox. Track how many are completed and correlate with upsell success.

5. CSAT/NPS Trends: While not the only indicators, CSAT and NPS help identify moments of delight or concern, especially when combined with behavioral data.

At StratApps, we help companies set up robust data systems and dashboards that translate metrics into meaningful action. Because data without direction is just noise.