Establishing, monitoring, and responding to a customer health score for individual users and/or accounts helps customer success managers identify and address risk before it escalates. It also helps them recognize patterns that lead to unhappy customers so that they can mitigate early, whether in the product or through services.
A customer health score is also a useful metric for customer success leaders to share with other internal stakeholders. It’s a useful shorthand for the executive team, the product team, and the larger revenue team.