1

Retention & GRR

Gross revenue retention in the customer portfolio. Churn prevention and early intervention.

Exceeds

GRR above 95%. At-risk accounts are identified and remediated before they churn.

Meets

GRR above 90%. Most churn is foreseeable. Escalations are handled within SLA.

Below

GRR below 90%. Churn is often a surprise. At-risk accounts aren't identified early.

Example review phrases

  • "96% GRR across their book of business—second best on the CS team. No account churned without a documented early intervention attempt."
  • "Identified 8 at-risk accounts using Confirm health score data—retained 6 of them. That's $480K in saved ARR."
2

Escalation Management

Speed and quality of escalation resolution. Customer satisfaction post-escalation.

Exceeds

Escalations are resolved within SLA. Customers report high satisfaction post-escalation. Escalations don't recur.

Meets

Escalations are resolved. Communication is timely. Customers are generally satisfied.

Below

Escalations linger. Customer communication during escalations is inconsistent.

Example review phrases

  • "Managed a critical outage escalation for a $200K customer—resolved in 4 hours, customer gave a positive NPS score afterward."
3

Expansion & NRR

Net revenue retention. Expansion revenue generated from portfolio.

Exceeds

NRR above 115%. Expansion feels natural and customer-led because of the value demonstrated.

Meets

NRR above 100%. Recognizes and acts on expansion signals.

Below

NRR below 100%. Expansion conversations are avoided or awkward.

Example review phrases

  • "NRR of 118% across their portfolio—customers expanding because they're using more of the product, not because they were pushed."
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Where do these examples come from in real reviews?

Most managers write performance reviews from memory—limited to what they personally observed. Confirm surfaces behavioral evidence from across the organization: who relied on this person, what they drove, how their impact extended beyond their direct manager's line of sight. Reviews written with Confirm's data are more accurate, more defensible, and faster to write.

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