Quick answer
Key KPIs for customer success: Health score, Gross retention, Net revenue retention — full list and targets inside.
The KPIs that matter for customer success
Not every metric is a KPI — these are the ones that actually indicate customer success health.
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The list
- Health score
- Gross retention
- Net revenue retention
- Time-to-value
- Adoption rate
- Expansion revenue
- Churn rate
- QBR completion
- Support tickets per account
- Renewal rate
How to choose from this list
- 5-7 KPIs max — a dashboard of 25 metrics is a report nobody reads.
- One owner per KPI — metrics without owners get watched, not managed.
- Leading over lagging where possible — pick metrics that predict, not just report.
Setting targets
Baseline first (current value), then set a target 10-20% beyond — stretch-but-real keeps the metric honest.
Bottom line
Key KPIs for customer success: Health score, Gross retention, Net revenue retention — full list and targets inside.
FAQ
If this post was helpful, you might also enjoy Design Project Management Template: Sections, Example, and How to Use It and Project Management Software for Customer Success Teams: 2026 Guide.
Join Doitify Today
Move projects forward without the chaos: all your tasks, progress, and team reports in one unified workspace. Built for companies, startups, and remote teams — with a quick setup and a free trial.
