The customer success dashboard

What the dashboard is

The customer success dashboard is a staff-side view of every workspace's health. It's how the customer-success team identifies accounts that need outreach — both to help struggling customers succeed and to celebrate accounts that are quietly thriving.

You don't see this dashboard. This doc explains what's in it because it affects what staff might reach out about.

Health score components

Each workspace gets a 0–100 health score computed from:

Signal	Weight
Days since last audit	15%
Days since last content publish	15%
Number of active integrations	10%
Number of active team members	10%
30-day score trend (improving = positive)	20%
Compliance flag rate (high = negative)	10%
Trial / paid status	10%
Self-reported NPS (when available)	10%

A workspace at 80+ is healthy. 50–79 is fine. Below 50 triggers a customer-success touch.

Churn signals

In addition to the health score, the dashboard flags specific events:

• First audit, no content published within 14 days. Suggests the customer is stuck.
• Score trend dropping 5+ points across two consecutive audits. Suggests something's broken or the customer doesn't know how to act on findings.
• Integration failure rate above 20%. Suggests a connection has rotted.
• Owner hasn't logged in for 30+ days. Suggests disengagement.
• Support ticket sentiment negative twice in 90 days. Suggests frustration.

Each flag has a recommended action; staff resolve them or mark them as "acknowledged, not actioned."

Trial extension policy

Trial extensions are a staff-side power. The policy:

• Self-serve. First 7-day extension is automatic when the trial owner clicks "Extend trial" in the trial banner.
• CS-issued. A second 14-day extension can be granted by a customer-success agent on request, with a brief justification.
• Exception. Anything beyond two extensions requires CS manager approval.

Extensions reset the trial-end date forward. They do NOT change what's included in the trial — see Trials.

Why staff might reach out

If you get an email or in-app message from customer success, it's usually one of:

• "Welcome — here's what to try next." Triggered by first-audit-no-content.
• "Your score dropped this week." Triggered by trend signal.
• "Your integration is failing — want to debug together?" Triggered by integration-failure signal.
• "You haven't logged in lately — anything we can help with?" Triggered by owner-disengagement.

These aren't generic marketing. The signal is real, and so is the offered help.

How to opt out

If you'd rather not be contacted by customer success:

Settings → Notifications → Customer success outreach → Off.

The dashboard still computes your health score (engineering uses the aggregates), but you stop receiving messages.

Why we don't show your own score

We deliberately don't expose the health score to you. Two reasons:

1. It's a staff workflow tool, calibrated for staff judgement. Surfacing it without context would invite misinterpretation.
2. The actionable signals (last audit date, score trend, integration health) ARE visible to you in their own contexts. You see the underlying data; staff also see the rollup.

Privacy

Your data is read by staff under the same rules as super admins. Aggregated health metrics (like "workspaces below 50 this month") may inform product priorities, but no individual workspace's identifying information leaves the dashboard without your explicit consent.