Module 05
Customer Success
Loyalty is up 8 points, but two accounts worth $2.0M need executive air cover.
NPS
67
+8 vs last 90 days
CSAT
4.6/5
+0.2
Open Tickets
38
Avg response 2.4h
Churn Risk
$2.0M
2 accounts
NPS Trend
Rolling 90-day score
Open Escalations
Executive visibility required
- Critical
Northwind — Sev 2 delivery escalation
Open 6 days · Devon P.
- Critical
Harbor Logistics — reporting accuracy
Open 2 days · Nina K.
Account Health
Top accounts by contract value
| Account | ARR | NPS | Note | Health |
|---|---|---|---|---|
| Northwind Group | $1.4M | 31 | Orion delays | At Risk |
| Vertex Health | $820K | 72 | Expansion likely | On Track |
| Harbor Logistics | $610K | 44 | Slow adoption | At Risk |
| Meridian Bank | $1.1M | 78 | Reference account | On Track |
| Cosmos DX | $2.2M | 81 | Phase 2 pending | On Track |
Northwind Group
At Risk$1.4M ARR · NPS 31 · Orion delays
Vertex Health
On Track$820K ARR · NPS 72 · Expansion likely
Harbor Logistics
At Risk$610K ARR · NPS 44 · Slow adoption
Meridian Bank
On Track$1.1M ARR · NPS 78 · Reference account
Cosmos DX
On Track$2.2M ARR · NPS 81 · Phase 2 pending