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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