Customer health dashboard — retention, NPS, risk

Customer health

Retention, happiness and support in one view.

Customer health lives in three systems that never meet: billing knows who pays, the support desk knows who complains, the product or CRM knows who is still active. This template joins them on the customer, gives each account a score, and sorts the at-risk ones to the top so a success or support lead knows who to call on Monday.

The score is a calculated field you can see and change — for example, days since last activity, open tickets, invoice overdue and contract end within 90 days, each weighted. Nobody has to trust a black box.

Retention is shown as cohorts, so a bad quarter of sign-ups does not hide behind an average. For the definitions behind the headline numbers see churn rate.

Customer success managers ask Klayara AI "which accounts renewing next quarter have fewer active users than last month?" and get a real chart, limited to their own accounts. Describe an alert — "WhatsApp me when a top-50 account's health score drops below 60" — and Klayara AI drafts the automation for you to review and save.

Customer success and account managers who need a ranked call list, not a survey PDF.
Owners of subscription or contract businesses who want churn explained by account, not by average.
Support leads who want the link between ticket volume and renewals made visible.

The metrics

What a customer health dashboard should show.

Each figure below is on the template from the first minute — rename, redefine or remove any of them.

Active customers

Accounts with a paid plan or an active contract today, and the change over 30 days.

Retention rate

Customers at the end of the period who were also customers at the start ÷ customers at the start — by cohort month.

Churn rate

Customers lost in the period ÷ customers at the start. Shown by logo and by revenue; they tell different stories.

Net revenue retention

Revenue this month from customers you had a year ago ÷ their revenue a year ago, expansion included. Above 100% and the base grows on its own.

Net promoter score

Promoters minus detractors from your last survey, with the response count next to it so a score from 4 replies is not over-read.

Tickets per account

Open and 90-day ticket count per customer, normalised by seats or order volume.

Health score

A weighted score from activity, tickets, payment status and contract end. Red, amber, green thresholds are yours to set.

Days since last activity

For each account, the last login, order or support contact. Silence is the earliest churn signal.

The panels

The charts on the page, and the decision each one supports.

Health score distribution

Accounts by red, amber and green, with revenue at stake in each band. Sizes the problem before you work the list.

At-risk accounts

Red and amber accounts with owner, revenue, renewal date and the reason they scored badly. The Monday call list.

Retention cohorts

A grid of sign-up month vs months since sign-up, shaded by retention. Shows whether recent cohorts are better or worse than older ones.

NPS trend

Score by quarter with the latest detractor comments beside it. Decides which complaint gets fixed first.

Support load by account

Tickets and time to resolve per customer, ranked. The accounts that cost the most to keep, next to what they pay.

Renewals due in 90 days

Contracts ending soon with health score and owner. Nobody discovers a renewal the week it lapses.

Where the numbers come from

Connect the systems you already run.

The template expects data like this. Connect it live or import it, relate the tables once, and every panel fills in.

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FAQ

Customer health template questions.

Something else on your mind? Ask us directly — a person answers.

What goes into a customer health score?

Usually four signals: recent activity, open support tickets, payment status and time to contract end, each weighted. In Klayara the score is a visible formula you can adjust, not a fixed model.

Can account managers see only their own accounts?

Yes. A row-level rule on the account owner column limits each manager to their book, on the dashboard and in any scheduled report they receive.

How often does the health data update?

Billing, support and CRM data refresh on the schedule you choose, typically hourly. Product activity from a live-connected database is current as of now.

Can we start from this template and change it?

Yes. Change the score weights, add a usage metric from your product, or add a renewal forecast. It is an ordinary dashboard from the first edit.

Can we get alerted when a customer's health score falls?

Yes. Describe the alert in a sentence and Klayara AI drafts the automation — the trigger, the message and where it goes, such as email, Slack, WhatsApp or Telegram — for you to review and save. Free "Alert me on this" suggestions on a KPI need no AI. Klayara AI is on the Growth plan (150 AI credits a month for the workspace) and Enterprise, and runs only when someone clicks.

Every account scored, before the renewal call.