A customer health score is a composite metric that combines multiple signals into a single indicator of an account's churn risk and expansion potential. Signals include product usage, feature adoption, engagement frequency, support ticket volume, NPS/CSAT scores, contract status, and executive sponsor relationships. Used by Customer Success Managers (CSMs) to prioritize outreach, identify at-risk accounts before renewal, and forecast retention. It's the operational tool that translates dozens of customer signals into a single "is this account healthy?" answer.
The components of a health score:
Product usage signals: