Customer success · ARR intelligence
One book, three useful views: an executive outlook, a CSM action centre, and the revenue story over time. Every revenue measure is ARR and every account uses one health score: low health means high risk. Nothing you upload is stored.
Portfolio Snapshot (required): one row per account. Core fields include
account_id, account_name, segment,
industry, csm_owner, customer_since,
contract_start, renewal_date,
term_length_months, last_qbr_date, and
current_arr. A blank QBR means no QBR has ever been recorded.
ARR Timeline (optional): one row per account per month with
account_id, month (YYYY-MM),
arr, plus optional utilisation, active-user, and ticket fields.
The legacy monthly-revenue columns remain accepted during migration, but Portfolio
Pulse displays ARR only.
Read the commercial shape of the book before looking at individual accounts.
A one-minute executive view of scale, health, concentration, customer maturity, and the renewal work moving into view.
Current ARR
$5,000,000
46 accounts · avg $108,696
Portfolio health
73.0
ARR-weighted · 98.5% data coverage
ARR planning window
$3,119,249
62.4% renews within 18 months
12-month ARR change
$-454,669
-8.3% over the comparison period
Top-five concentration
30.0%
Share of the book held by five accounts
Immediate renewals
$1,340,901
12 accounts inside six months
Critical + Watch ARR
$1,560,341
31.2% of the current book
Five-year customer ARR
$935,707
6 customers retained for 5+ years
Portfolio holds $5.0M ARR at 73 health; $3.1M (62%) needs renewal planning within 18 months, with ARR down $455k over 12 months.
Every account starts at 100. Health falls when QBRs are overdue, payments are overdue, support load is high, utilisation or active-user rates are weak, or contract commitment is short. A one-year term is a risk signal; a two-year term is neutral for a new customer but weaker for an established renewal; three years is the standard.
A blank last_qbr_date means the QBR has never happened, so its age is
treated as the full customer tenure. Data completeness still records that the
source date was missing. Renewal timing amplifies existing problems inside six
months and, more lightly, inside the 6–18 month planning window.
The portfolio headline is the ARR-weighted average. Healthy / Watch / Critical are the only bands; there is no separate risk score to reconcile.
The ARR-ranked portfolio is divided evenly into Gold, Silver, and Bronze accounts, with each bar showing average ARR. A steep step between tiers signals that a relatively small number of customers carries disproportionate annual value.
Current ARR is grouped by time remaining on contract, from immediate renewal work to long-dated security. Watch for a heavy red bucket or a large yellow wave that will soon become the team’s active workload.
The largest 50 customers are ranked by ARR and coloured by health, with account names available on hover. Tall red or amber bars on the left reveal where concentration and customer condition combine into material exposure.
ARR is grouped by how long customers have remained with the business, moving from young relationships to deeply established ones. A mature green base suggests entrenchment; too much value in pale early-tenure bands means the book has limited shared history.
Each industry bar shows its ARR split across Critical, Watch, and Healthy accounts. Look for large sectors with weak colour mixes or a high single-customer share, because apparent diversification may conceal concentrated exposure.
Attention should follow financial consequence, not the loudest signal.
This view ranks the conversations that matter now and shows the engagement, health, and behavioural evidence behind each intervention.
Accounts are ranked by ARR exposure, health severity, and renewal proximity, then presented as discrete decision cards. Read the first row of metrics for urgency and the signal chips for the reason an account moved up the queue.
Jordan Reyes · 83.3% data
36-month term · $1,036,238 secured value
Jordan Reyes · 100.0% data
12-month term · $144,498 secured value
Jordan Reyes · 100.0% data
12-month term · $117,638 secured value
Jordan Reyes · 100.0% data
36-month term · $888,942 secured value
Jordan Reyes · 100.0% data
36-month term · $792,080 secured value
Jordan Reyes · 100.0% data
12-month term · $65,159 secured value
Account count forms the height of each health band, while the label inside each bar shows the ARR represented there. A small Critical count can still be material when its revenue label is large, so read exposure and volume together.
Every dot places current ARR against the time since the last QBR and colours the account by renewal runway. Large dots moving right while coloured red or yellow are the clearest signal that executive engagement is late relative to financial importance.
The five largest ARR-dollar declines and gains are ranked over the trailing twelve months on a balanced axis. The empty space on either side is meaningful: it shows whether wins are large enough to offset the scale of losses.
ARR change and usage change place every account into one of four commercial-behavioural quadrants, with bubble size reflecting current ARR. Muted background colours separate the four conditions, while red dots identify hidden renewal risk and blue dots show the rest of the portfolio.
Hidden renewal risk: Meridian Retail, Orbit Software, Beacon Medical Group, Frontier Trust
A movement matters only when the business can explain where it came from.
These views separate the portfolio’s direction, underlying customer signals, monthly causes, and the groups that produced the outcome.
Total ARR and historical signal health share one timeline, with ARR read from the left axis and health from the right. The coloured health blocks make divergence visible: ARR can remain strong while customer signals drift from Healthy into Watch.
Each month is decomposed into new ARR, expansion, contraction, churn, and the resulting net movement. Repeated negative bars reveal a structural leak, while isolated churn events should be read against the size of expansion around them.
Competing lines show ARR by industry by default, with segment available as a secondary lens. The shared baseline makes relative growth and contraction visible; watch for a dominant line weakening or several industries turning together.