Lead KPIs (predict program health)
Plan completeness rate. Percentage of Tier 1 accounts with a complete plan. Target 100%.
Plan freshness. Percentage of plans updated in the last 90 days. Target 100% for Tier 1.
Stakeholder map completeness. Percentage of accounts with a mapped buying committee.
Whitespace identified. Total whitespace ACV across the portfolio.
QBR completion rate. Percentage of scheduled QBRs delivered on time.
Lag KPIs (the business outcomes)
Net revenue retention by tier. Top tier target 120%+.
Gross retention by tier. Top tier target 95%+.
Expansion ACV from planned whitespace. Tracked separately from new-logo and standard expansion.
Whitespace conversion rate. Identified whitespace converted to opportunity within 12 months. Target 25%+.
Renewal forecast accuracy. Whether renewal forecasts align with actuals. Target 90%+.
Cadence and reporting
Weekly: account managers review their own plans and lead KPIs.
Monthly: program-level review with revenue leadership.
Quarterly: executive review with NRR, expansion ACV, and whitespace conversion.
Frequently asked questions
What's the most important account planning KPI?
For lead indicators: plan freshness. For lag indicators: net revenue retention by tier.
How often should account planning KPIs be reviewed?
Weekly at the account manager level. Monthly at program level. Quarterly at executive level.
CTA
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