Following are the reports (assembled into a dashboard) that Gainsight's Customer Success Director uses to lead her weekly one-on-one and team meetings with CSMs. These reports are intended as examples only. In some cases, the field names may be different in your own orgs, or we may be using a custom field. For more information about how Gainsight's CS Director uses these reports to guide her meetings, watch this 5-minute video on How a Gainsight CS Director Uses Dashboards.

Accounts by Stage and CSM Report

Accounts by Stage & CSM Report

To create the following report:

  1. Navigate to Administration > Report Builder.
  2. Click +REPORT.
  3. Select Customers as the subject area (Customer Info object) to build the report on.
  4. In Show me, add the Account field.
  5. In By, add CSM Name and customer Stage Name fields.
  6. Create filters:
    • Status includes Active/Inactive/Churn.
    • CSM Name = XXX (create a filter for every CSM on your team, where CSM Name equals their name. In the Filter Expression, be sure to use OR between the CSM name filters. See example image above.)
  7. Click Apply.
  8. (Optional) Click Visualization Type and select the Column option.
  9. Enter a name for your report (Accounts by Stage & CSM).
  10. Click SAVE.

ARR by CSM and Healthscore

ARR by CSM & Healthscore

To create this report:

  1. Select Customers as the subject area (Customer Info object) to build the report on.
  2. In the Show me section, add the field for ARR (annual recurring revenue). After you enter a By field in the next step, set the aggregation level for the ARR to Sum of. Your org may refer to this field as ASV, or track a similar value.
  3. In By, add the CSM Name and Current Score Label fields. set the aggregation level to Sum of.
  4. Create filters:
    • Status includes Active
    • CSM Name = XXX (create a filter for every CSM on your team, where CSM Name equals their name. In the Filter Expression, be sure to use OR between the CSM name filters. See example image above.)

5. Click Apply.

6. (Optional) Click Visualization Type and select the Stacked Bar option.

7. Enter a name for your report (ARR by CSM & Healthscore) and click SAVE.

Upcoming Renewals by Month

Upcoming Renewals by Month

To create this report:

  1. Select Customers as subject area (Customer Info object) to build the report on.
  2. In Show me, add the field for ARR (annual recurring revenue). After you enter a By field in the next step, set the aggregation to Sum of.
  3. In By, add the Renewal Date and CSM Name fields. For Renewal Date, click the settings gear and summarize by Month.
  4. Create filters:
    • Status includes Active
    • Renewal equals Current and Next three Fiscal Quarters (FQ).
    • CSM Name = XXX (create a filter for every CSM on your team, where CSM Name equals their name. In the Filter Expression, be sure to use OR between the CSM name filters. See example image above.)
  5. Click Apply.
  6. (Optional) Click Visualization Type and select the Stacked column.
  7. Enter a name for your report (Upcoming Renewals by Month).
  8. Click SAVE.

NPS Responses Last 120 Days

NPS Responses Last 90 Days

To create this report:

  1. Select NPS as the subject area to build the report on.
  2. In Show me, add the fields: Account Name, ARR, NPS Score, NPS Comment, and CSM Name.
  3. Create filters:
    • Response Date equals Last 120 Days
    • CSM Name = XXX (create a filter for every CSM on your team, where CSM Name equals their name. In the Filter Expression, be sure to use OR between the CSM name filters. See example image above.)
  4. Click Apply.
  5. Enter a name for your report (NPS Responses Last 120 Days) and click SAVE.

Open Risk CTAs

Open Risk CTAs

To create this report:

  1. Select Calls to Action as the subject area to build the report on.
  2. In Show me, add the fields: Account Name, Call To Action Name, Reason Name, Assignee Name, and IsFlagged. (IsFlagged is used by CSM's to mark a CTA as important. From the dashboard, you can type ‘True’ into that column and see all flagged CTAs.)
  3. Create filters:
    • Status includes New and Work in Progress
    • CTA Type includes Risk
    • CSM Name = XXX (create a filter for every CSM on your team, where CSM Name equals their name. In the Filter Expression, be sure to use OR between the CSM name filters. See example image above.)

4. Click Apply.

5. Enter a name for your report (Open Risk CTAs) and click SAVE.

Red Adoption

Red Adoption

To create this report:

  1. Select Calls to Action as subject area to build the report on.
  2. In Show me, add the field for Call to Action ID.
  3. In By, add the CSM Name and Account Name fields.
  4. Create filters:
    • (CTA) Status excludes Closed Success
    • Reason includes Bad Habits Risk
    • CSM Name = XXX (create a filter for every CSM on your team, where CSM Name equals their name. In the Filter Expression, be sure to use OR between the CSM name filters. See example image above.)
  5. Click Apply.
  6. (Optional) Click Visualization Type and select the Bar option.
  7. Enter a name for your report (Red Adoption) and click SAVE.

Current FY: Milestones Across Accounts

Current FY: Milestones Across Accounts

To create this report:

  1. Select Milestones as subject area to build the report on.
  2. In Show me, add the fields: Account Name, Created Date, Milestone Name, (Milestone) Comment, CSM Name, Stage Name, and ARR.
  3. Create filters:
    • Created Date equals Current FY
    • CSM Name = XXX (create a filter for every CSM on your team, where CSM Name equals their name. In the Filter Expression, be sure to use OR between the CSM name filters. See example image above.)
  4. Click Apply.
  5. Enter a name for your report (Current FY: Milestones Across Accounts) and click SAVE.

Dashboard Configuration

Dashboard Configuration

After you create all of these reports, you can display them on a dashboard on the Gainsight tab. See this article for instructions on how to configure a dashboard. To add a dashboard level filter for CSM Name as shown in the image above, every report must contain CSM Name as a filter. Then, the CS Director can use the CSM filter on the Gainsight dashboard as shown in the image below to view data for a single CSM during their one-on-one meetings.

Note: Filters are sticky in Gainsight, so you must remove the filters to see all data again.

Completed Dashboard

Completed Dashboard