Customer Segments
Container handle for the field-array of customer segments — each entry carries a segment name, its customer count, and its ARR. Feeds the bespoke customers card's segmentation stack-bars (customer-count + revenue distribution across segments). The "where does the revenue / logo base concentrate" surface (e.g. Enterprise / Mid-Market / SMB). Common pitfall: segment definitions drifting over time, or segment ARR not summing to total ARR because a segment is missing — keep the segmentation exhaustive and the cut stable. — Customers KPI, I'mBoard-authored (editorial tier).
I'mBoard-authored (editorial tier)
No public third-party standard anchors this KPI yet, so I'mBoard authors and maintains the definition — transparently labeled as editorial tier. See the ontology methodology for the published vs editorial tier system and the back-attribution workstream.
Rogue ID: customers.customer_segments
Type: Text
Domain: Customers
Definition
Container handle for the field-array of customer segments — each entry carries a segment name, its customer count, and its ARR. Feeds the bespoke customers card's segmentation stack-bars (customer-count + revenue distribution across segments). The "where does the revenue / logo base concentrate" surface (e.g. Enterprise / Mid-Market / SMB). Common pitfall: segment definitions drifting over time, or segment ARR not summing to total ARR because a segment is missing — keep the segmentation exhaustive and the cut stable.
Formula
Container — field-array of { name, customerCount, segmentARR } rows. No aggregate calculation; the surface's purpose is to show the distribution. Segment counts should sum to total customers and segment ARR to total ARR.Why it matters
Shows where the book concentrates by logo and by revenue — a base that is logo-heavy in SMB but revenue-heavy in Enterprise has a very different risk profile than its headline ARR suggests.
How to interpret
Compare the logo distribution to the ARR distribution: a small Enterprise logo share carrying most of the ARR is a concentration flag worth reading with customers.top_customer_concentration.
Related KPIs
customers.total_customerscustomers.top_customer_concentrationsales.arr
Source
I'mBoard editorial — authored and maintained by I'mBoard, first published 2026-04-01. No third-party standard is cited for this KPI; when one emerges, the definition is back-attributed and promoted to the published tier (a minor version bump). Read the ontology methodology for the published vs editorial tier system, attribution rules, and dispute process.
Stage relevance
| Company stage | Priority |
|---|---|
| Series A | Recommended |
| Series B | Recommended |
| Series C+ | Recommended |
| Public | Recommended |
Suggested for stages: Series A, Series B, Series C+, Public.
Default owning functions
- Sales
Machine-readable
- This KPI as JSON:
/api/ontology/customers/customer_segments.json - All Customers KPIs:
/api/ontology/customers.json - Full catalog:
/api/ontology/index.json
Churn Risks
Named at-risk accounts, root-cause analysis of why they're at risk, and the mitigation plan in flight. Pairs with the quantitative `arr_at_risk` and `percent_arr_at_risk` and gives the board the names + the playbook. Common pitfall: listing the at-risk accounts without the diagnosis or the plan — the board reader needs to see what the team is doing about it, not just what the team is worried about. Also: avoid using this surface as a generic "things are bad" venting forum — keep it account-specific and action-specific. — Customers KPI, I'mBoard-authored (editorial tier).
Customers Churned
Count of customer logos that ended their subscription/contract during the period. Includes voluntary cancellations and non-renewals. Some companies separately track downgrade-to-zero as churn — be explicit about whether downgrades that drop ARR to $0 count as churn (typical: yes) vs. material contraction that keeps ARR > 0 (typical: tracked under contraction, not churn). The board reads this as the raw count behind `logo_churn_rate`; the percentage tells you the rate, the absolute count tells you the volume of CS pain. Common pitfall: counting customers that re-activate (sometimes called "boomerang" or resurrection) — settle the rule (typical: count each cancellation event, do not net resurrection). — Customers KPI, I'mBoard-authored (editorial tier).