Who is this post for? Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Being a CSM, you might have faced the situation when you receive a call from your customer to inform you that they will not be renewing their …

TL;DR A single customer health score is not ideal for a B2B SaaS business. The best practices for configuring a health score include Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals Measuring leading indicators with short lookup windows Having a simple risk strategy, i.e., poor …