Episode 1: Building Health Scores That Actually Work with Sally Stoewe cover art

Episode 1: Building Health Scores That Actually Work with Sally Stoewe

Episode 1: Building Health Scores That Actually Work with Sally Stoewe

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Why Your Customer Health Score Might Be Lying to You…

In our debut episode, I sit down with the brilliant Sally Stoewe to unpack what it really takes to build a meaningful customer health score. We go beyond the buzzwords and into the real-world lessons—from messy failures to scalable frameworks. Whether you're a one-person CS team or leading a global org, this one’s for you.

Here’s what we cover:

  • Why health scoring is critical to moving from reactive to proactive CS
  • The four non-negotiables of a solid health score: Product Usage, Relationship, Value Delivered, and Sentiment
  • Why overengineering kills momentum (guilty as charged 😅)
  • How CS Ops plays a make-or-break role in scaling
  • What to do when your “green” customers still churn
  • Why data without context is just noise—and how to fix that

What you’ll walk away with:

  • A clear playbook for launching or improving your first health score
  • A better understanding of how to correlate metrics to actual churn and expansion
  • Real tips on building playbooks, automating triggers, and involving your team
  • A reality check on data readiness and platform choices

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