A customer health score is the operating system of a proactive customer success team. Instead of reacting to churn notices, CS teams with health scores can identify at-risk accounts 60–90 days before cancellation — when intervention still works.
Building your health score
Most SaaS health scores use 4–6 dimensions weighted by predictive power. The most common weighting:
| Dimension | Typical Weight | Data source |
|---|---|---|
| Product usage | 25–35% | Product analytics (Mixpanel, Amplitude, custom) |
| Engagement | 20–30% | Login data, email open rates |
| NPS / CSAT | 15–25% | Survey tools (Delighted, Typeform) |
| Support health | 10–20% | Helpdesk (Intercom, Zendesk) |
| Expansion signals | 5–15% | CRM, billing data |
Acting on health scores
Score ≥ 80 (Healthy): Schedule a QBR, propose case study or expansion conversation.
Score 60–79 (Neutral): Monthly check-in. Look for product adoption gaps to fill.
Score 40–59 (At Risk): Assign a named CSM. Schedule an EBR within 2 weeks.
Score < 40 (Critical): Escalate immediately. Executive outreach. Consider emergency onboarding session or feature training.
Use the Customer Health Score Calculator to score individual accounts using this framework.