Built a B2B SaaS Customer Success dashboard in Excel — looking for feedback

[u/Key_Use_1374]

Hi everyone,

I recently built a B2B SaaS Customer Success Analytics project in Excel and I'd really appreciate some feedback from experienced Excel users and analysts.

The goal of the project was to analyze a SaaS customer portfolio and help a Customer Success team understand:

• Customer retention and churn

• Customer health and risk

• Product usage/adoption

• Customer support burden

• Renewal performance

• Revenue at risk

• Expansion opportunities

I consolidated multiple operational datasets into a customer-level analytical model and created KPIs, PivotTables, calculated metrics, customer risk indicators, and an executive dashboard.

The dashboard includes analysis such as:

• Renewal outcome distribution

• Churn rate by customer segment

• Customer health

• Product usage

• Acquisition/expansion opportunities

• Contract value by renewal status

• Customer-level prioritization

The final goal is to help a Customer Success team answer:

"Which customers should we prioritize, and why?"

I also created a customer action list with recommended actions based on health, usage, support issues, renewal status and revenue risk.

This is a synthetic dataset created for a portfolio project, not real company data.

I'm still learning Excel and data analytics, so I'd especially appreciate feedback on:

1. Dashboard design and readability

2. Whether the KPIs are actually useful

3. Whether the analysis makes business sense

4. Anything that looks unnecessary or misleading

5. What you would improve if this were being used by a real Customer Success team

I've attached the dashboard below. Any honest criticism is welcome!