Customer Health Score
A customer health score is a composite metric — typically rendered as red/yellow/green or 0–100 — that summarizes how likely a customer is to renew, expand, or churn.
Common inputs
- Product usage — DAU/WAU, feature adoption, depth of use
- Engagement — NPS/CSAT scores, response to outreach, portal logins
- Outcomes — completion of onboarding milestones, business value achieved
- Sentiment — support ticket tone, exec engagement
- Contractual — months until renewal, payment status
Why health scores matter
A good health score lets you triage your CSM book. The 20% of accounts trending red get the proactive intervention; the 60% in green get light-touch motion; the top 20% are expansion candidates.
Without a health score, CSMs spread effort evenly — which means the loudest customer (often a healthy one) gets the most attention.
Common pitfalls
- Too many signals → opaque, no one trusts the number
- All product signals, no human signals → misses sentiment shifts
- Updated monthly, not weekly → too lagging
- Not tied to a CS playbook → score moves but no one does anything
How BlueHill helps
BlueHill's interaction-timeline view aggregates the human signals (emails, calls, notes) that pure usage-based health scores miss. Status reports tie health to weekly playbooks.