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Customer Success

For CSMs and CS ops teams tracking customer health, retention, and expansion opportunities.

Try These First​

Open the agent and ask:

Which accounts have declining health scores?
Show me NPS trends by segment over the last 6 months
What's our ticket volume by priority and account tier?

Key Tables​

TableWhat's in it
health_scoresDaily health scores with component breakdown
accountsAccount details, ARR, CSM assignment
support_ticketsTicket history with priority and resolution
nps_responsesNPS scores and feedback
feature_usageProduct adoption by account

Common Workflows​

Health monitoring​

Ask the agent:

  • "Show me accounts with health score below 50"
  • "Which Enterprise accounts have declining usage?"
  • "Compare health scores: accounts with CSM vs without"

Churn risk analysis​

Identify at-risk accounts:

Show me accounts with: declining health score AND open high-priority tickets
What's the correlation between NPS score and churn?

Expansion opportunities​

Find growth potential:

Which accounts have high usage but haven't upgraded?
Show me accounts with expanding seat count in the last 90 days

Defining CS Metrics​

Save your key metrics to the semantic layer:

measures:
  - name: average_health_score
    type: average
    sql: score
    description: "Average health score (0-100)"

  - name: nps_score
    type: number
    sql: "AVG(CASE WHEN score >= 9 THEN 1 WHEN score <= 6 THEN -1 ELSE 0 END) * 100"
    description: "Net Promoter Score (-100 to 100)"

  - name: tickets_per_account
    type: number
    sql: "COUNT(DISTINCT ticket_id)::float / NULLIF(COUNT(DISTINCT account_id), 0)"
    description: "Average tickets per account"

  - name: time_to_resolution
    type: average
    sql: "EXTRACT(EPOCH FROM (resolved_at - created_at)) / 3600"
    filters:
      - sql: "resolved_at IS NOT NULL"
    description: "Average hours to resolve tickets"

Next Steps​