How to calculate your EOY metrics

Hi there,

We’ve reached the end of 2024, and you know what that means—it’s time to talk CS metrics. This is the perfect moment to reflect on your year, evaluate your performance, and set the stage for 2025.

One of my favorite sayings: “If you cannot measure it, you cannot improve it.”

Your metrics are more than just numbers—they’re your transparent scorecard, a way to spot opportunities or red flags, and the ultimate tool to prove your value to your organization.

Here’s why understanding your metrics is non-negotiable:

1. They boost confidence and credibility. Knowing your numbers positions you as a strategic, data-driven partner.
   

2. They validate your role. Revenue-driven metrics show exactly how you contribute to your company’s success.
   

3. They increase visibility. Impress your manager by owning and interpreting your portfolio's metrics.
   

4. They help identify problems early. Spotting trends allows you to course-correct before challenges escalate.
   

5. They help you land a new role (if you’re looking). Metrics demonstrate your impact in interviews and differentiate you as a results-oriented candidate.

This year, one of the hottest topics in CS was CSMs owning revenue. If you’re not tracking key metrics like NRR, GRR, and renewal rates, now’s the time to start.

Let me share an example from my own experience:

At the end of 2023, I closed my year with:

✔️ 112% Net Revenue Retention (NRR)
✔️ 95% Gross Revenue Retention (GRR)
✔️ 100% Renewal Rate

How did I get these numbers? I calculated these myself every quarter using ARR data from my leadership team.

Here’s the kicker: this information doesn’t always come directly from your manager. But when you can calculate these numbers and confidently share them, you’ll WOW your leadership.

If you’re unsure where to start, don’t worry—I’ve got your back.

Two years ago, I recorded a YouTube video that breaks down exactly how to calculate these metrics step-by-step. It went viral because it’s simple, actionable, and effective.

💡 What’s included in the video?

• A detailed walkthrough of calculating NRR, GRR, and Renewal Rates.

• A downloadable spreadsheet with the exact formulas I use.

• Insights into why tracking these metrics is a game-changer for your career.

👉 Check it out below:

Download the Excel spreadsheet here.

Owning your revenue and CS metrics isn’t just about numbers—it’s about demonstrating your value to your business. Let’s make 2025 the year you take full ownership of your success.

🎉 Wishing you a strong finish to 2024 and metrics that shine in the year ahead! 🎉 

Best,
Erika

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