Top 5 Customer Success Dashboard Examples and Best Practices

A Customer Success dashboard is a centralized, visual tool that consolidates and displays key metrics related to Customer Success. 

It provides Customer Success managers (CSMs) with real-time insights into customer health, engagement, and satisfaction by aggregating data from various sources. This enables CSMs to monitor important indicators such as churn rates, customer lifetime value (CLV), and product usage metrics. 

By presenting this information in an intuitive and accessible format, Customer Success dashboards facilitate data-driven decision-making, allowing businesses to proactively address customer issues, enhance satisfaction, and drive long-term success.

1. Customer Health Dashboard

A Customer Health Dashboard is essential for monitoring the overall health of customer accounts, providing Customer Success Managers (CSMs) easy access to a holistic and real-time view of the customer base.

A good customer health dashboard includes the following elements:

Health Score Indicator:

• A Customer Health Score derived from factors such as product usage, customer sentiment, and support ticket trends.
• Color-coded (e.g., green for healthy, yellow for at-risk, red for critical) to allow quick assessment of customer health.

Churn Risk Scoring:

• A predictive metric showing the likelihood of churn based on historical trends and behavior patterns.
• Includes contributing factors like lack of engagement, low product usage, or unresolved support issues.

Usage Trends:

• Line or bar charts showing product usage over time, such as login frequency, session length, or key feature adoption.
• Helps CSMs identify drops in engagement that might signal dissatisfaction.

Customer Segmentation Table:

• A table or visual grouping customers into cohorts based on health scores, industry, or account value.
• Enables prioritization of high-value or at-risk customers.

Alerts and Notifications:

• Automated alerts for customers whose health scores drop below a threshold or who are flagged as at-risk.
• Real-time notifications ensure proactive engagement.

Using these features of the Health Dashboard, CSMs can prioritize high-risk accounts and proactively take targeted action to improve outcomes. 

Velaris can help you create this dashboard by consolidating real-time data from product usage, customer interactions, and sentiment analysis. With Velaris’ customizable health scoring and predictive churn models, you can proactively identify at-risk accounts.

2. Onboarding Progress Dashboard

An Onboarding Progress Dashboard is indispensable for ensuring new customers are guided smoothly through the onboarding process.

These components might be found on an onboarding progress dashboard:

Milestone Completion Tracker:

• A visual progress bar or checklist showing each step of the onboarding process (e.g., account setup, first login, training sessions).
• Indicates completion percentages for each milestone.

Time-to-Completion Metrics:

• Average time taken to complete each milestone, shown in tables or charts.
• Identifies bottlenecks or steps that consistently take longer than expected.

Customer Feedback Scores:

• Numeric ratings or open-text feedback from customers about specific onboarding steps.
• Helps pinpoint areas where customers are struggling or dissatisfied.

Overdue Tasks List:

• A detailed list of overdue onboarding tasks by customer, prioritized by account value or risk level.
• Provides actionable data for follow-ups.

Progress Heatmap by Segment

• A heatmap visualizing onboarding progress across different customer cohorts, such as industries or regions.
• Identifies patterns or groups falling behind in onboarding.

The advantage of this dashboard is that you can quickly identify and address delays or inefficiencies in the onboarding workflow, setting a clear path toward successful onboarding completion.

You can track and visualize progress across onboarding milestones in real-time with Velaris. With features like task automation, milestone tracking, and customer sentiment integration, you can ensure that no customer falls behind.

3. Engagement and Usage Dashboard

To maintain and deepen customer engagement, an Engagement and Usage Dashboard provides detailed insights into how customers interact with the product. 

Including the following elements would make an effective engagement and usage dashboard:  

Feature Adoption Metrics:

• Usage data for specific product features, broken down by frequency and duration.
• Presented as bar charts, pie charts, or tables to show adoption levels across customers.

Engagement Trends Over Time:

• Line charts showing login frequency, session durations, and peak activity times over weeks or months.
• Helps track whether engagement is improving or declining.

Underutilized Features Report:

• A list of features with low usage rates, segmented by customer cohort.
• Enables targeted outreach or education efforts.

Cohort-Based Usage Analysis:

• Comparative visuals showing engagement trends for specific customer groups, such as enterprise vs. Small-to-Medium Business (SMB).
• Helps tailor engagement strategies to different segments.

Heatmap of Feature Usage:

• A visual heatmap highlighting the most and least clicked or used features.
• Quickly identifies high-value features and engagement gaps.

This dashboard can be used to identify opportunities to increase engagement and develop targeted engagement approaches. Strategies like providing educational resources, personalized recommendations, or feature-specific training to boost adoption can be better planned with the information from this dashboard. 

Velaris’s advanced analytics and heatmap features make it easy to identify opportunities to drive feature adoption. Additionally, you can automate reports and set up alerts to ensure you stay informed about changing engagement trends.

4. Renewal and Upsell Dashboard

A Renewal and Upsell Dashboard plays a pivotal role in revenue management by tracking both retention and growth opportunities. 

These details can be useful for a renewal and upsell dashboard::

Contract Renewal Tracker:

• A timeline or calendar visualization showing upcoming renewal dates by account.
• Includes contract values and potential upsell opportunities.

Net Revenue Retention (NRR) Metrics:

• A key financial metric showing the percentage of recurring revenue retained after accounting for churn, upsells, and downgrades.
• Displayed as a single percentage for quick reference.

Upsell and Cross-Sell Opportunities Table:

• A table listing accounts with untapped potential for additional sales, based on product usage and customer feedback.
• Includes estimated revenue growth from each opportunity.

Customer Lifetime Value (CLV) Insights:

• A detailed breakdown of CLV by account, visualized with bar charts or tables.
• Helps prioritize high-value customers for upselling.

Renewal Probability Scores:

• Predictive scores showing the likelihood of renewal for each account, based on past behavior and current health.
• Includes contributing factors, such as recent product adoption or sentiment trends.

Renewal reminders and alerts help ensure that no critical timelines are missed, while detailed customer insights enable CSMs to have meaningful conversations with clients about expanding their partnership. The ability to track customer sentiment alongside financial data also helps identify and address at-risk accounts before renewal discussions. 

Velaris streamlines renewal and upsell management by providing a centralized dashboard for tracking contract dates, revenue metrics, and upsell opportunities. Its predictive analytics tools also allow you to assess renewal probabilities and CLV. 

5. Support Interaction Dashboard 

A Support Interaction Dashboard offers visibility into the quality of customer interactions with the support team, which is a key driver of overall satisfaction. 

Ticket Volume and Trends:

• A line chart or bar graph showing the number of tickets submitted over time.
• Segmented by priority level (e.g., high, medium, low) or type of issue.

Resolution Time Metrics:

• Average time to resolve tickets, displayed as a single metric or grouped by priority and support tier.
• Helps identify delays in addressing critical issues.

Customer Satisfaction (CSAT) Scores:

• CSAT score with numeric or star-based feedback from customers after ticket resolution.
• Aggregated as a single score and segmented by agent, issue type, or customer cohort.

Recurring Issue Analysis:

• A table or pie chart categorizing support tickets by type, such as bugs, feature requests, or onboarding issues.
• Highlights common issues that require attention or product improvements.

Sentiment Analysis of Interactions:

• Text analysis of ticket conversations to assess customer sentiment (positive, neutral, or negative).
• Provides deeper insights into customer satisfaction beyond CSAT scores.

Agent Performance Metrics:

• A table or chart showing performance metrics for individual support agents, such as average resolution time and ticket closure rates.
• Identifies high-performing agents and areas for training.

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Using this dashboard can give you deeper insights into customer satisfaction levels, allowing CSMs to understand not only what issues customers are facing but also how those issues are impacting their experience. 

Velaris integrates support ticket data with sentiment analysis and customer feedback, providing a complete view of customer support interactions. The software also tracks CSAT and agent performance, ensuring continuous improvement in customer service.

These dashboards work together to provide a comprehensive toolkit for CSMs, enabling them to manage customer relationships proactively, deliver value efficiently, and uncover growth opportunities while ensuring customer satisfaction and long-term loyalty.

Conclusion

Customer Success dashboards are essential tools for CSMs, providing a consolidated view of key metrics that drive customer satisfaction and business growth. 

By tracking metrics like customer health score, churn rate, customer lifetime value (CLTV), net promoter score (NPS), and product usage, Customer Success Managers can make informed decisions and proactively manage customer relationships.

Effective dashboards align metrics with business goals, use integrated Customer Success software like Velaris, and offer intuitive design and real-time insights. CSMs should evaluate their current dashboards, identify areas for improvement, and consider leveraging tools like Velaris to enhance their Customer Success efforts. To learn more about best practices for building Customer Success Dashboard, see our guide here.

Book a demo today to explore Velaris and see how it can help you build an effective Customer Success dashboard, streamline your processes, and drive Customer Success. 

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