What to track in your first 90 days in Customer Success.
In Customer Success, the results you’re measured on often land months after the work. A renewal can close long after the check-ins that saved it. Count the work as it happens, and your first review will show more than the renewals that happened to come due.
Julie, Founder, Clicking Nook. Updated November 2026.
What to track
Start with these 5
Customer check-ins Daily
Counts calls and meetings with the accounts in your book. Reviewed weekly to make sure every account in your book gets touched on schedule.
Customer issues solved Daily
Counts problems you owned until they were fixed, even when support or product did the work. Checked when an account is at risk, to see what went wrong and how quickly it got handled.
Onboardings completed Weekly
Counts new customers you took from signed contract to fully set up and using the product. Tracked against new customers assigned to you to see if onboardings finish on time.
QBRs held Weekly
Counts business reviews where you walked a customer through their results and goals. Checked each quarter to confirm your key accounts each got a business review.
Renewals closed Weekly
Keeping customers is what customer success is measured on in the end. Tracked against renewals due each month to see how much of your book stayed.
Add these when you’re ready
$ renewed Weekly
The dollar value of the contracts that renewed in your book. Compared with the dollars up for renewal to see how much revenue your book kept.
$ expansion influenced Weekly
Upsell and expansion revenue from accounts you manage. Rolled into net retention and expansion reports.
Accounts lost Weekly
Customers in your book who did not renew. Read with renewals in churn reviews.
What to watch, month by month
Days 1 to 30
Learn your book
Meet every account you were handed. Regular contact is how you catch low usage or an unhappy customer before renewal.
Watch: Customer check-ins, Customer issues solved
By day 30, every account in your book has had a check-in.
Days 31 to 60
Get customers set up
A fast, clean onboarding sets the tone for the whole account. Business reviews show you’re having more than ticket conversations.
Watch: Onboardings completed, QBRs held
By day 60, you know how long an onboarding takes you.
Days 61 to 90
Keep and grow
Log the losses too. A lost account you can explain reads better than one you left out.
Watch: Renewals closed, $ renewed, $ expansion influenced, Accounts lost
By day 90, you can say how much of your book stayed.
Day 90, written down
A Customer Success Manager, 90 days into a new book.
Customer check-ins
187
Customer issues solved
130
Onboardings completed
18
QBRs held
10
Renewals closed
15
$ renewed
$266,450
$ expansion influenced
$31,650
Accounts lost
2
In my first 90 days I held 187 customer check-ins and solved 130 issues. I completed 18 onboardings and ran 10 QBRs. 15 of my 17 renewals closed, worth $266,450, and I influenced $31,650 in expansion. I can explain the 2 accounts we lost.
17 = 15 renewals closed + 2 accounts lost
Example. Sample numbers.
What to leave out
- Customer names and anything that identifies an account.
- Contract terms, pricing and renewal dates.
- Customer emails and quotes, word for word. Keep your own summary.
- Dollar figures, if your employer treats revenue as confidential. Keep the counts instead.
Anything else your employer would call confidential stays out too. Your employment agreement and handbook have the final word.
Start today
- Open a note on your personal phone, never a work phone.
- Write down the 5 numbers above and tally them at the end of each day.
- On Friday, add one line about your best win. No customer names.
Or pick Customer Success in Unhumble and these metrics are ready to tap.
Logging stays free. A pass opens every total, more bullets and your Review Report.
Keep reading
Bring the receipts.
Unhumble is on the App Store for iPhone. Put it on your personal phone and start logging today.
Questions: support@clickingnook.com