Problem
Your “health score” tracks activity, not value moments. It can’t predict renewals, so you chase noise and miss real risk.
Minimum Inputs
Last 3–4 quarters of renewals (win/loss) with ARR
Segment (SMB/MM/ENT), product plan, contract dates
Candidate value metrics (3–7): activated use-cases, key feature adoption, workflow completions, automations run, exec logins tied to outcomes
Owner: CS Ops (build), CS Lead (rollout), CSMs (actions)
Tip: if you’re still defining core product events, start with this 7-day CS foundation to log the signals that feed a real score.
The 5-Step Play (1–2 public)
1. Shortlist value signals (not vanity).
Keep metrics tied to outcomes or $$ impact:
“workflows automated/week,”
“data syncs to CRM,”
“% seats hitting outcome benchmark.”
Kill logins/pageviews/generic NPS.
2. Backtest every signal.
Split accounts into top/bottom quartiles over a 90-day window.
Compare renewal rates and ACV retained.
Keep signals with clear lift (e.g., +12–20 pts renewal in top quartile).
Need baseline math while you build? Use the NRR Guide and the NRR Calculator to sanity-check retention/expansion effects.
Related: Run this alongside your 30-Day At-Risk Rhythm so red/yellow accounts trigger action fast. 30-Day “At-Risk” Operating Rhythm (publishing next).
Want steps 3–5 plus the scoring formula, normalization, and a plug-and-play backtest calculator (GSheet)? Templates below.
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