Customer Health
Your book ranked most at risk first, each account with a health score, a churn probability, and the three reasons behind the number.
Overview
Customer Health answers the CSM's first question every morning: which accounts are most at risk, and why. It scores every account 0 to 100 for health, ranks the book most at risk first, and shows a churn probability and the top three drivers on each row. This is the health substrate the renewal workspace and the expansion lane read from.
How the health score works
The score is deterministic: the same data always gives the same number, so a CSM can triage the morning and a leader can defend the renewal forecast. It combines feature adoption and usage, time to first value, sustained engagement, and support sentiment, and it drops when usage falls or the champion leaves. A missing signal reads as risk, so the score rewards real adoption rather than assuming health it cannot see. The churn probability is the inverse of health, and the top drivers are shown so the number is never a black box.
Where the accounts come from
The board reads your accounts and their product usage from your connected tools. If nothing is connected yet, the book is empty rather than filled with placeholders, connect your CRM and product analytics in Settings and your accounts appear here on the next sync, ranked by health.