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Customer SuccessFramework 11 min · 6 pages
Customer Success Health Score Framework
Design a health score that CSMs actually trust — and that predicts churn, expansion, and advocacy.
The four-pillar framework, weightings, and operating cadence we use with enterprise SaaS teams to build health scores that drive behavior instead of decorating dashboards.
What's inside
- Pillar weights for Product, Outcomes, Relationship, and Commercial signals
- Anchor-feature methodology for the Product pillar
- Operating cadence for weekly risk reviews and quarterly calibration
- Anti-patterns to avoid and an implementation roadmap by quarter
What you'll get out of it
- A working v1 health score within six weeks of adoption
- A weekly risk forum that converts red accounts into named interventions
- A quarterly calibration process that keeps the model honest as the product evolves
Who it's for
- VPs and Heads of Customer Success rebuilding their retention motion
- CS Ops leaders designing or rebuilding a health-score model
- RevOps and CROs who want CS signal integrated into renewal forecasting
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Framework · 6 pages
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