# Cs Metrics

> Define and operate Customer Success metrics — retention, NRR, GRR, adoption, health, and leading indicators — that drive the right behaviors. Use when building CS scorecards, forecasting retention, or aligning leadership on success performance.

- Skill: `itsual/cs-metrics` (Agent Skill)
- Install (CLI): `npx skillmds@latest add itsual/cs-metrics`
- Raw SKILL.md: https://api.skillmd.com/api/skills/itsual/cs-metrics/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: itsual (https://skillmd.com/u/itsual)
- Updated: 2026-09-21
- Page: https://skillmd.com/skills/itsual/cs-metrics

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# CS Metrics

## Overview

CS metrics connect activity to commercial outcomes. Good metrics balance lagging results (retention) with leading signals (adoption, health, engagement).

## When to Use

- CS team scorecards and OKRs
- Retention and NRR reporting
- Capacity and coverage planning inputs
- Diagnosing whether CS motions work

## Core Metrics (typical)

- GRR / NRR / logo retention
- Time-to-value and onboarding completion
- Product adoption / engagement depth
- Health score distribution and migration
- Expansion pipeline sourced from CS
- Save rate and churn reasons

## Principles

- Lagging metrics alone make CS reactive
- Activity metrics (calls made) are weak proxies for value
- Define formulas consistently with Finance
- Segment metrics — blended averages hide pain

## Verification

- [ ] Metric definitions are documented and shared with Finance
- [ ] Scorecards include leading and lagging indicators
- [ ] Metrics influence prioritization and plays