Customer Health Score Dashboard
Know which accounts need attention before they churn.
What changes when you build this
The gaps you're living with today,
and what this tool fixes.
Problems
- Usage data, support tickets, and billing status live in 3+ systems with no unified risk view
- CSMs learn about declining engagement during quarterly reviews — weeks after the drop started
- Health scores maintained in spreadsheets go stale within days and nobody trusts them
- Renewal conversations happen blind because reps can't see product adoption trends
- At-risk accounts get the same treatment as healthy ones until someone manually flags them
Solutions
- One dashboard combines usage frequency, support volume, and billing health into a single composite score per account
- Score changes trigger alerts so CSMs see declining accounts the same day, not the same quarter
- Health scores update automatically from live data — no manual spreadsheet maintenance
- Renewal prep starts with a clear adoption timeline showing feature usage and engagement trends
- At-risk accounts surface automatically with red flags, so outreach happens before the cancellation request
Mistakes to avoid
These are the failure patterns teams hit most often
when building this.
Equal-weight scoringFix: Weight signals by predictive power — login frequency usually matters more than page views. Review weights quarterly against actual churn data.
Equal-weight scoring
Fix:Weight signals by predictive power — login frequency usually matters more than page views. Review weights quarterly against actual churn data.
Stale usage dataFix: Pull usage events daily at minimum. A health score based on last month's data is a history report, not a risk tool.
Stale usage data
Fix:Pull usage events daily at minimum. A health score based on last month's data is a history report, not a risk tool.
No action triggerFix: Connect score drops to CSM alerts or task creation. A dashboard nobody checks is just a decoration.
No action trigger
Fix:Connect score drops to CSM alerts or task creation. A dashboard nobody checks is just a decoration.
Missing context on detail pagesFix: Show support history, billing status, and recent feature usage on each account page so CSMs don't need to check 3 other tools.
Missing context on detail pages
Fix:Show support history, billing status, and recent feature usage on each account page so CSMs don't need to check 3 other tools.
Score without explanationFix: Display which signals drove the score down — 'no login in 14 days' is actionable, '42 out of 100' is not.
Score without explanation
Fix:Display which signals drove the score down — 'no login in 14 days' is actionable, '42 out of 100' is not.