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GTM Metric

Monitor customer success team effectiveness

Track escalation rates per Customer Success Manager to identify training needs, workload issues, and process improvements.

Escalations per CSM Dashboard

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Avg Escalations per CSM
2.1
-40%
Top Performer
0.8
-60%
Escalation Resolution Time
4.2 hours
-47.5%
Customer Satisfaction
4.6/5
+9.5%
Trend Analysis
Current
Connected to Zendesk
Updated 2m ago

Why Escalations per CSM Matters

Essential insights for optimizing your go-to-market strategy

Key Insight #1

Top-performing CSMs typically have 50-70% fewer escalations

Key Insight #2

Proper training and documentation reduce escalations by 60%

Key Insight #3

Low escalation rates correlate with higher customer satisfaction scores

How to Calculate

Formula

Total Escalations ÷ Number of CSMs per Period

Benchmarks

Industry Average:2-4 per CSM/month
Good Performance:1-2 per CSM/month
Excellent Performance:< 1 per CSM/month

Trend Analysis

Implementation Guide

How to track this metric effectively with Airbook's integrated platform

1. Connect Your Data

Connect your CRM, marketing tools, and analytics platforms with Airbook's 150+ connectors. Data syncs automatically and gets transformed into analysis-ready tables.

2. Build Your Analysis

Use our collaborative workspace to calculate this metric with SQL or no-code tools. Create segments, time periods, and cohort analyses across all your data sources.

3. Track & Act

Build auto-refreshing dashboards, set up threshold alerts, and track trends over time. Share insights across teams and trigger actions based on your metrics.

Effortless, direct connections

Access clean, actionable data from business tools, databases, and data warehouses—anytime, anywhere

Ready to Track Escalations per CSM?

Connect your data sources, automate escalations per csm calculations, and get real-time insights to optimize your business growth.

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