Customer Health Engine

See risk and opportunity before they hit the forecast.

Customer Health Engine monitors product usage, engagement, and sentiment signals to predict churn risk and expansion opportunities before they're obvious. It syncs alerts to CRM and Slack so your team acts on signals in real time.

Why Gut-Feel Renewals Fail

Most renewal forecasts are based on gut feel and lagging indicators ("They renewed last year, they'll renew again"). By the time churn signals are obvious, it's too late. Meanwhile, expansion opportunities sit unnoticed because no one's watching the right signals.

  • × Lagging indicators - by the time usage drops, the account is already gone
  • × No proactive alerts - CSMs find out about churn risk during QBRs, not real-time
  • × Expansion blindness - upsell signals (new team adoption, feature requests) go unnoticed
  • × Manual account reviews don't scale - CSMs can't watch 500 accounts 24/7

How Customer Health Engine Works

Customer Health Engine monitors product usage, support ticket sentiment, engagement patterns, and contract milestones. It scores accounts on health (green/yellow/red), flags churn risk, and surfaces expansion signals-then syncs alerts to CRM and Slack.

1

Signal Monitoring

We track product usage (logins, feature adoption, seat utilization), support tickets (volume, sentiment, resolution time), and engagement (email opens, webinar attendance, QBR participation).

2

Health Scoring

Accounts get a composite health score: usage + engagement + sentiment + contract value. Green = healthy, Yellow = at-risk, Red = immediate intervention needed.

3

Churn Prediction

ML models flag accounts showing churn patterns: declining usage, negative support sentiment, exec disengagement, contract approaching renewal with no QBR scheduled.

4

Expansion Signals

Upsell opportunities surface automatically: new team adoption, feature requests, increased seat usage, positive sentiment + contract renewal approaching.

Key Features

Real-Time Health Scoring

Green/Yellow/Red account status updated continuously

Churn Prediction

ML models flag at-risk accounts 60-90 days before renewal

Expansion Signals

Upsell opportunities surfaced automatically (seat growth, feature requests)

CRM + Slack Sync

Alerts flow to Salesforce/HubSpot and Slack channels in real-time

Reason Codes

Every alert includes context: "Churn risk: 40% usage drop, 3 negative tickets in 30 days"

Recommended Actions

Next-step suggestions: "Schedule QBR" or "Offer onboarding session"

Measurable Outcomes

-35% churn reduction
Proactive intervention vs reactive firefighting
2.4× more expansion revenue
Upsell signals caught early convert at higher rates
60-90 day early warning
Churn risk flagged before renewal conversations
94% account coverage
Automated monitoring scales to hundreds of accounts

Real-World Use Cases

SaaS Company with $20M ARR, 400 Customers

Challenge: CSM team couldn't manually track all accounts-churn blindsided them quarterly
Result: Health Engine flagged 14 at-risk accounts. Proactive outreach saved 9 renewals ($780K ARR).

Enterprise Platform with Land-and-Expand Model

Challenge: Expansion opportunities missed because CSMs didn't see usage patterns
Result: Expansion signals surfaced 22 upsell opportunities in Q1. 14 converted ($1.2M expansion ARR).

System Integration

Customer Health Engine receives account data from ICP (fit scoring), Outreach (engagement history), and Feedback (win/loss patterns). It sends risk/opportunity signals to CRM and Slack.

Compliant by design - GDPR | CCPA | PECR | AI Transparency

Ready to Build This System?

Schedule a consultation to see how Customer Health Engine fits into your GTM architecture.

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