Perfect Pitch
How much revenue the team brought in.
What is MRR/ARR?
This metric combines ARR lost to cancels and downsales — it’s the money we didn’t keep.
What is Churn?
This score tells us how likely users are to recommend us.
What is User NPS (Net Promoter Score)?
This metric tracks how often the product is up and running.
What is Product Availability?
Also ok: Uptime
This number shows how many help desk request tickets have not been resolved.
What are Open IT Tickets?
This dollar amount tells us when a current customer buys more product.
What is an upsell?
This metric tells us how much customers pay on average.
What is ASP?
This number tells us how many customer issues are currently unresolved — our backlog of support work.
What are Open Support Tickets?
These are users or accounts who were signed in and took action in a month.
What is 30-day Active Users?
Also acceptable: Retention (Day 30)
This tells us how often engineering ships on time — a key signal of predictability and planning quality.
What is On-Time Delivery?
Also ok: Roadmap % delivery
This metric tracks how many days it takes to finalize the monthly financials.
What are Days to Close Books?
Also acceptable, snapping the chalk.
This score captures how satisfied customers are with their onboarding experience — first impressions start here.
Onboarding CSAT
The number of initial sales conversations that actually happened. A qualified lead showed up and looked at our product
What is a Demo Complete?
This is how many proactive meetings we had with customers to make sure they are getting value out of the product, see if their interested in new products, or getting them to renew.
What is a Business Review?
This metric ensures that engineers have 2 sprints of detailed work, at any given point in time.
What is Backlog Health -- User Stories?
This metric tells us how current our codebase is with third-party dependencies — fewer vulnerabilities, less tech debt.
What is Libraries Up to Date?
Also ok: current version of software
This is the total dollar amount of invoices that haven't been paid yet — basically, money we’re owed but haven’t collected.
What is Accounts Receivable?
We didn’t get it on time, but we got it eventually — this metric shows how much overdue cash we've successfully recoverd
What is Past Due Payments Collected?
Marketing says these leads are good enough to hand over to Sales
What is an MQL?
This metric shows how quickly we’re able to get new customers fully live and using the platform.
What is Time to Implement?
This percentage shows visitor or account engagement as a ratio of short-term versus long-term return frequency. Hint - Jessie McCarron's baby
What is Stickiness?
This quality metric tells us what percentage of our codebase is being tested by automated tests.
What is Code Coverage?
This metric tracks how many employees leave the company over a given period — a key signal of culture, morale, and org stability.
What is Employee Turnover?
This percentage tells us if our existing customers are worth more today than they were a year ago — after the good and the bad.
What is NDR?
This percentage tells us how many prospects showed up to their scheduled demos.
What is the Show Rate?
This score is based on responses from customers saying achieving a solution with the support rep required very low effort.
What is Support CES Score (Customer Effort Score)?
This metric ensures that engineers have 3 months epics to work on at any given point in time
What is Backlog Health -- Epics?
This measures how long it takes to get code from commit to production — it's our speed to ship.
What are Deployment Times?
This metric compares actual COGS and operating spend to what we planned.
This rule is an output metric. You calculate it by adding up Cash EBITDA Margin % with your growth rate.
What is the rule of 40?