What Dashboards Should Executives See for CS & Expansion?
Give leaders signal-to-board visibility: one set of truth across retention, health, and expansion so they can fund the plays that maximize NRR.
Executives need three layers of CS & expansion dashboards: (1) a Portfolio View for GRR/NRR, churn/expansion drivers, and forecast risk; (2) an Operations View for health, adoption, time-to-value, and play performance; and (3) a Cohort View for segment/product economics and payback. All tiles should roll up to one governed glossary and reconcile to finance.
Essential Tiles for Executive CS & Expansion Dashboards
A Dashboard Blueprint for the C-Suite
Design for decision speed: align to the board’s questions, reconcile to finance, and drill from outcomes → drivers → plays.
Align → Define → Connect → Build → Validate → Operate → Improve
- Align decisions: Budget, hiring, product bets, and play funding—tie every tile to an executive decision.
- Define glossary: Standardize GRR/NRR, churn types, expansion taxonomy, health model, and “activated” definitions.
- Connect data: CRM, CS platform, product analytics, billing, support, and finance—use account/product hierarchies.
- Build tiles: Portfolio/Operations/Cohort pages; add drill-through to playbooks and accounts.
- Validate: Reconcile ARR and cash; backtest cohorts and confirm attribution vs. holdouts.
- Operate: Weekly ops review, monthly revenue council, quarterly board pack—same numbers, different depth.
- Improve: Add experiments (pricing/bundles), refine health weights, and rotate “spotlight” plays per results.
Executive Dashboard Maturity Matrix
| View | From (Ad Hoc) | To (Operationalized) | Primary Owner | Exec KPI |
|---|---|---|---|---|
| Portfolio | Static NRR snapshot | Live GRR/NRR with drivers & forecast risk | Finance/RevOps | NRR, GRR, Plan Variance |
| Operations | Tickets & tasks | Health bands, TTV, play adoption & ROMI | CS Ops/Prod Analytics | At-Risk ARR, Activation %, ROMI |
| Cohorts | Aggregate churn | NRR by cohort/segment/product depth | Analytics | Net Expansion Rate, LTV/CAC |
| Plays & Pipeline | Unattributed wins | Play-level win rate and cash impact | Marketing/Enablement | Expansion Margin, Payback |
| Experience | NPS only | NPS/CSAT + outcome adoption + effort | CX/CS | Renewal Intent, Advocacy Rate |
| Risk Early Warning | Past-due alerts | Leading risk index (usage, support, exec engagement) | CS Ops | Predicted Churn ARR |
Client Snapshot: Board-Ready CS & Expansion Reporting
By unifying portfolio, operations, and cohort views, leadership focused funding on plays with the highest NRR impact—and simplified board communication. Explore operational rigor in practice: Transforming Lead Management: How Comcast Business Optimized Marketing Automation and Drove $1B in Revenue.
Use the Revenue Marketing Dashboard guide to pick the right tiles and wire them to one glossary. Benchmark your maturity with the Revenue Marketing Index.
Executive Dashboard FAQ (CS & Expansion)
Build a Board-Ready CS & Expansion Dashboard
Select the right metrics, wire data sources, and publish one truth for leadership decisions.
See What Metrics Belong on Your Dashboard Revenue Marketing eGuide