Customer Success Productivity Calculator

Discover the return on investment and productivity boost your team can experience from investing in an optimization with a Customer Success Platform.

How Much More Productive Can Your Team Be?

Input your data to see the annual impact of an optimizational change on your Customer Success organization.

Input Your Current Business Data
Your Customer Success Team
Total Number of CSMs:
Avg. CSM Salary
Your Book of Business
Total Number of Accounts:
Total Accounts in 12 Months:
Avg. Contract Value
Avg. Expansion Revenue
Your Growth and Risk
Current Churn Rate
Current Expansion Rate
Growth Aggressiveness (Choose Default)

Sets the growth numbers in the calculator based on Vitally insights.

Growth Aggressiveness
Conservative
Average
Aggressive
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Future State Without an Optimization
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Total Revenue
-
Account:CSM Ratio
Total Accounts in 12 Months:
Churn Rate Risks:
0%

The projected amount of additional churn your organization will incur without making an optimization change. Most teams see a continuous drop of 8-12% every 12 months.

Expansion Rate Risks:

The projected amount of additional expansion opportunities your organization will lose without an optimization change. Most teams see a continuous drop of 2-5% every 12 months.

Optimization Efficiency Gains:
0%

Without adding an optimization change, your team will not be able to experience reliable efficiency gains.

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Breakdown
Result
Difference
Total CSMs Needed
Result
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Difference
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Total CSM Salaries
Result
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Difference
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Churn Rate
Result
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Difference
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Churn Loss
Result
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Difference
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Expansion Rate
Result
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Difference
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Expansion Revenue
Result
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Difference
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Future State With an Optimization
-
Total Revenue
-
Account:CSM Ratio
Total Accounts in 12 Months:
Churn Rate Gains:
0%

The projected amount of churn your organization will gain back with an optimization change. With Vitally, most teams see an improvement of 4-8% over the first 12 months.

Expansion Rate Gains:
0%

The projected amount of expansion opportunities your organization will gain with an optimization change. With Vitally, most teams see an improvement of 5-12% over the first 12 months.

Optimization Efficiency Gains:

The projected amount of improvement in operational efficiency your organization will gain with an optimization change. With Vitally, most teams see an improvement of 10-30% over the first 12 months.

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Breakdown
Result
Difference
Total CSMs Needed
Result
-
Difference
-
Total CSM Salaries
Result
-
Difference
-
Churn Rate
Result
-
Difference
-
Churn Loss
Result
-
Difference
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Expansion Rate
Result
-
Difference
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Expansion Revenue
Result
-
Difference
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Ways to Improve Customer Success Productivity

Optimize For CS Work

One of the easiest ways to make your Customer Success team more productive is to invest in tools and processes that fit their daily work.

Become Proactive

Automate repeatable tasks so that your Customer Success team can spend less time on repeatable work and focus impactful opportunities.

Invest in a CSP

While there are many tools to optimize productivity, a Customer Success Platform will enable your team to their very best work.

Get a More Productive Customer Success Team with Vitally

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Frequently Asked Questions

How can I improve Customer Success productivity?

Customer Success teams use Net Renewal Rate (NRR) to gain a greater overall picture of revenue health of their Customer Success organization. In order to calculate NRR, you will first need to indicate a time frame to measure. From there, record what your forecasted renewal-based revenue, as well as how much renewal and expansion revenue has been secured.

To calculate your organization’s NRR:

(Renewal Revenue + Expansion Revenue)/Forecasted Renewal Revenue


Once you have that number, multiply it by 100 to determine your Net Renewal Rate.

An NRR of 100% indicates that you’re breaking even between renewals and expansions, while anything below 100% indicates losses in revenue.

How do I measure Churn Rate?

Your Churn Rate is the measurement to determine the percentage of customers that are leaving your book of business. The percentage of Churn Rate is also the inverse of your Retention Rate, so you can easily determine both metrics from a single calculation.

To measure your Churn Rate, you will need to know how many customers you had at the start and end of a given time period. Once you do, use the following formula to calculate churn:

(Total Starting Customers-Total Ending Customers)/Total Starting Customers



Once you have that number, multiply it by 100 to determine your Churn Rate.

For a B2B SaaS company, a monthly churn rate of 2% or less is considered good. Annualy, you should be strive to keep your Churn Rate below 7%.

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