Customer Success by the Numbers: Health Scores, Time-to-Value, Renewal Forecasts, Expansion & Account Coverage

What you'll build

What you will be able to do

Each lab ends with a concrete result that you build yourself and the checker confirms, cell by cell.

• Sort twelve accounts into touch tiers with an approximate XLOOKUP, measure how much ARR sits in the high-touch tier, and work out how many customer success managers the whole book needs and how much ARR each one covers.
• Turn four warning signals – usage, open tickets, survey score and late payment – into points from 0 to 100, combine them into a weighted health score with SUMPRODUCT and give every account a red, amber or green band with IFS.
• Count working days from kickoff to go-live with NETWORKDAYS, measure how many accounts reach first value within 30 days, pool the milestone completion and promise a go-live date with WORKDAY.
• Derive renewal dates with EDATE, weight each renewal with a probability looked up from the health band, total renewing and expected ARR per quarter and work out the forecast renewal rate.
• Measure net and gross revenue retention for each segment and each CSM with SUMIFS on one table of ARR movements, and weight the upsell pipeline with SUMPRODUCT.
• Count at-risk cases per reason code, add up the ARR actually lost per reason, compare the save rate by cases and by ARR, and name the top churn reason with one formula.
• Compare each account's touchpoints with its tier target, work out when the next business review is due with EDATE and XLOOKUP, flag overdue accounts and colour them with a formula rule.
• Check last year's health bands against what actually happened: accounts and churn per band, churn rates, the lift of each band over the average, and a chart Mara can show in the quarterly CS review.