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Customer Success teams manage hundreds of accounts with limited visibility into what’s actually happening. BuildBetter changes that by analyzing every customer interaction, surfacing health risks before they become problems, and providing actionable insights that help you retain and grow your customer base.

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The Customer Health Challenge

Traditional health monitoring is fundamentally broken:
  • 🚨 60% of churned customers showed no obvious warning signs
  • ⏱️ CSMs spend 40% of time gathering data instead of helping customers
  • 📊 Health scores are 6+ weeks outdated by the time they’re reviewed
  • 🎯 Only 23% of risks are caught before escalation
  • 💔 $75B lost annually to preventable churn in SaaS alone
BuildBetter transforms health monitoring from reactive guesswork to proactive science.

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Core Health Monitoring Capabilities

360° Health Scoring

AI analyzes all touchpoints to create real-time, predictive health scores

Risk Detection

Surface hidden risks across product usage, sentiment, and engagement

Churn Prediction

Identify at-risk accounts 90+ days before renewal with 87% accuracy

Success Automation

Trigger proactive interventions based on health changes

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Implementation Guide

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Phase 1: Foundation (Week 1)

1

Connect Your Data Ecosystem

Goal: Create unified view of customer health signals
  1. Core Platform Integrations:
  2. Call & Meeting Intelligence:
    • Enable call recording
    • Sync calendar for QBR/check-in tracking
    • Import historical call data
    • Set up automatic transcription
  3. Historical Data Import: 
    Essential Historical Data:
- 12 months of support tickets
- 6 months of product usage
- All customer calls/meetings
- NPS/CSAT survey results
- Churn/renewal history
Import data from both successful renewals AND churned customers - AI needs both patterns to predict accurately.
2

Define Your Health Model

Goal: Build comprehensive health scoring framework
  1. Multi-Dimensional Health Score in Custom Context: 
    Health Score Components:

🔵 Product Health (35%)
- Daily Active Users
- Feature adoption rate
- Usage trend (growing/declining)
- Time to value achieved
- Integration depth

🟢 Relationship Health (30%)
- Executive engagement level
- Champion presence/strength
- Meeting frequency/quality
- Response times
- Multi-threading score

🟡 Support Health (20%)
- Ticket volume/severity
- Resolution satisfaction
- Escalation frequency
- Time to resolution

🟣 Commercial Health (15%)
- Payment history
- Contract utilization
- Expansion discussions
- Renewal timeline
  2. Risk Signal Configuration (Signals): 
    Critical Risk Signals:
- "Considering alternatives" mentioned
- Decision maker change
- Usage drop >30% in 30 days
- Support tickets up >50%
- No QBR in 90+ days
- Payment delays
- "Disappointed" or "Frustrated" sentiment
- Feature requests ignored
- Competition mentioned
  3. Predictive Indicators:
    • Combine signals for early warning
    • Weight by historical correlation
    • Account for seasonality
    • Include industry benchmarks
  4. Health Visualization:
    • Green (80-100): Thriving, expansion ready
    • Yellow (60-79): Stable, needs attention
    • Orange (40-59): At risk, intervention required
    • Red (<40): Critical, executive escalation
3

Launch Automated Monitoring

Goal: Operationalize health tracking across all accounts
  1. Real-Time Health Workflows (Workflow Automation): 
    Health Monitoring Workflow:
Trigger: Daily at 6 AM
Actions:
1. Calculate health scores for all accounts
2. Compare to previous scores
3. Identify significant changes (>10 points)
4. Check for risk signals
5. Generate intervention recommendations
6. Notify CSM of critical changes
7. Update dashboards
  2. Alert Configuration: 
    🔴 Critical Alerts (Immediate):
- Health drops below 40
- Executive sponsor leaves
- Competitor evaluation started
- Usage drops 50%+ in a week

🟡 Warning Alerts (Daily):
- Health trending down 3+ days
- Support satisfaction below 3/5
- No user login in 7 days
- Renewal discussion overdue

🔵 Info Alerts (Weekly):
- Gradual usage decline
- Feature requests pending
- Training opportunities
  3. Team Enablement:
    • Train on new health scores
    • Review intervention playbooks
    • Set up dashboard access
    • Practice using AI insights
    • Define escalation paths
  4. Quick Wins:
    • Save first at-risk account
    • Identify expansion opportunity
    • Prevent support escalation
    • Celebrate with team

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Phase 2: Intelligent Interventions (Weeks 2-4)

Turn health insights into saved accounts:
  1. Risk Playbook Automation: 
    Risk Level: High (Score <50)
Automated Actions:
1. Schedule executive check-in within 48 hours
2. Generate account recovery plan
3. Analyze similar saved accounts
4. Prepare value realization deck
5. Alert Customer Success leadership
6. Create Slack channel for war room
  2. AI-Powered Recovery Plans: Query: “Generate recovery plan for [Account Name]” AI Response: 
    Account: TechCorp
Health Score: 42 (down from 78)

Root Causes:
1. Champion (Sarah) left 3 weeks ago
2. Usage down 40% since departure
3. 5 critical tickets unresolved
4. No executive engagement in 60 days

Recovery Plan:
Week 1:
- Executive alignment call (CEO to CEO)
- Identify new champion
- Resolve critical tickets
- Conduct health check workshop

Week 2:
- New champion training
- Share success metrics
- Propose optimization plan
- Discuss renewal early

Success Rate: 73% for similar situations
  3. Intervention Tracking:
    • Document all actions taken
    • Measure health score impact
    • Track success rates
    • Refine playbooks
Accounts receiving AI-recommended interventions have 67% lower churn rate
Understand how customers really feel:
  1. Multi-Channel Sentiment Tracking: 
    Sentiment Sources:
📞 Call Transcripts
- Tone analysis
- Emotion detection
- Frustration indicators
- Excitement moments

📧 Email Communications
- Response sentiment
- Language formality
- Urgency indicators
- Satisfaction signals

💬 Support Interactions
- Ticket language
- Escalation tone
- Resolution feedback
- Survey responses

🤝 Meeting Analysis
- Engagement level
- Question quality
- Action item follow-through
- Attendance patterns
  2. Engagement Scoring: 
    High Engagement Indicators:
✅ Asks strategic questions
✅ Shares success stories
✅ Requests new features
✅ Attends optional sessions
✅ Quick response times

Low Engagement Warnings:
❌ Cancels meetings frequently
❌ Delayed responses
❌ Minimal product usage
❌ No feature requests
❌ Avoids renewal discussions
  3. Sentiment Trend Analysis:
    • Track sentiment over time
    • Identify inflection points
    • Correlate with events
    • Predict future trajectory
  4. Automated Responses:
    • Positive sentiment → Share case study
    • Neutral → Schedule value review
    • Negative → Escalate immediately
Deep insights into product adoption and value realization:
  1. Adoption Pathway Tracking: 
    Typical Success Journey:
Week 1-2: Initial setup (2-3 features)
Week 3-4: Core adoption (5-7 features)
Week 5-8: Advanced usage (10+ features)
Week 9-12: Full integration

Current Account Status:
TechCorp: Stalled at Week 3 (🚨 Risk)
- Only using 3/7 core features
- No admin logins in 2 weeks
- Integration incomplete

Recommended Actions:
1. Schedule adoption workshop
2. Share feature tutorials
3. Connect with power users
  2. Value Realization Metrics: 
    Expected vs Actual Outcomes:

Time Savings:
Expected: 10 hours/week
Actual: 3 hours/week ⚠️
Gap: Training needed on automation

Cost Reduction:
Expected: $50K/quarter
Actual: $15K/quarter ⚠️
Gap: Not using key features

Efficiency Gains:
Expected: 40% faster
Actual: 45% faster ✅
Status: Exceeding goals
  3. Feature Adoption Analysis:
    • Which features drive retention
    • Adoption sequence patterns
    • Time to feature activation
    • Usage depth metrics
  4. Behavioral Cohort Analysis:
    • Compare to successful customers
    • Identify adoption gaps
    • Recommend next features
    • Predict expansion readiness

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Phase 3: Strategic Growth (Month 2+)

  • Expansion Intelligence
  • QBR Automation
  • Renewal Intelligence
Identify and act on growth opportunities:
  1. Expansion Scoring Model: 
    Expansion Readiness Score:

TechCorp: 92/100 🚀

Positive Indicators:
✅ Health score >85 for 6 months
✅ 95% feature adoption
✅ Executive sponsor engaged
✅ Requesting advanced features
✅ Budget increase mentioned

Expansion Opportunities:
1. Additional seats (+$50K ARR)
2. Premium features (+$30K ARR)
3. New department rollout (+$100K ARR)

Next Steps:
1. Schedule growth planning session
2. Prepare ROI analysis
3. Involve sales team
4. Create expansion proposal
  2. Whitespace Analysis:
    • Unused licenses/features
    • Department penetration
    • Use case expansion
    • Geographic opportunities
  3. Timing Intelligence: 
    Optimal Expansion Timing:
- Post-QBR: +34% close rate
- After major win: +28% close rate
- Budget season: +41% close rate
- New champion: +22% close rate
  4. AI Expansion Assistant: Query: “What expansion opportunities exist for [Account]?” Provides:
    • Specific product recommendations
    • Pricing optimization
    • Risk assessment
    • Success probability

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Health Monitoring Playbooks

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🚨 The “Red Account Recovery” Play

Situation: High-value account drops to red health status
1

Immediate Triage (Hours 0-24)

  1. AI diagnosis: “What caused [Account] health to drop?”
  2. Review all recent interactions
  3. Check support tickets and sentiment
  4. Identify all stakeholders and their status
2

Executive Alignment (Hours 24-48)

  1. Schedule executive-to-executive call
  2. Prepare value achievement summary
  3. Create recovery proposal
  4. Align internal resources
3

Recovery Execution (Days 3-30)

  1. Daily stand-ups with account team
  2. Address technical issues first
  3. Re-establish champion relationship
  4. Demonstrate commitment with resources
4

Stabilization (Days 31-90)

  1. Weekly health score monitoring
  2. Bi-weekly check-ins
  3. Document lessons learned
  4. Strengthen relationships
Red accounts recovered within 30 days have 76% renewal rate vs 23% if delayed

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📈 The “Expansion Acceleration” Play

Situation: Identify and close expansion opportunity
1

Opportunity Identification

  1. AI query: “Which accounts are expansion ready?”
  2. Analyze usage patterns and whitespace
  3. Review stakeholder engagement
  4. Check budget cycles and timing
2

Value Story Development

  1. Generate ROI report from current usage
  2. Identify similar customer success stories
  3. Build expansion business case
  4. Align with customer’s strategic goals
3

Strategic Engagement

  1. Schedule growth planning session
  2. Involve new stakeholders
  3. Demonstrate advanced capabilities
  4. Co-create success plan
4

Close & Expand

  1. Present formal proposal
  2. Address concerns proactively
  3. Negotiate win-win terms
  4. Plan implementation

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🎯 The “Proactive Success” Play

Situation: Maintain green accounts and drive advocacy
1

Success Amplification

  1. Document and quantify wins
  2. Create customer success story
  3. Identify advocacy opportunities
  4. Plan strategic initiatives
2

Relationship Expansion

  1. Map entire organization
  2. Engage new departments
  3. Build executive relationships
  4. Create internal champions
3

Innovation Partnership

  1. Involve in product roadmap
  2. Beta test new features
  3. Co-innovate solutions
  4. Speaking opportunities
4

Long-term Value

  1. Multi-year commitments
  2. Reference account status
  3. Case study development
  4. Strategic partnership

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Measuring Health Impact

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Key Performance Metrics

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ROI Calculation

Annual ROI of BuildBetter Health Monitoring:

- Churn Reduction: 12% → 6% = $8.4M saved
- Expansion Increase: +21% NRR = $5.2M growth
- CSM Productivity: +80% = $1.8M savings
- Faster Interventions: $2.1M retention

Total Annual Impact: $17.5M
BuildBetter Investment: $150K
ROI: 11,567% (116x return)

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Best Practices

Monitor Daily, Act Immediately: Health scores checked daily catch 3x more risks
Multi-Source Truth: Combine 5+ data sources for 90%+ prediction accuracy
Automate Everything Possible: CSMs using automation handle 2x more accounts
Segment Intelligently: Different customer tiers need different health models
Close the Loop: Always measure intervention impact and refine playbooks

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Common Pitfalls

Ignoring Gradual Decline: Slow health erosion is harder to reverse than sudden drops
Over-relying on Single Metrics: Usage alone misses 60% of churn signals
Delayed Intervention: Every day of delay reduces recovery success by 5%
One-Size-Fits-All: Generic health scores miss segment-specific patterns

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Quick Start Checklist

Launch comprehensive health monitoring in one week:
1

Monday

Connect CRM, support, and analytics platforms
2

Tuesday

Configure health signals and scoring model
3

Wednesday

Build monitoring workflows and alerts
4

Thursday

Train team on health scores and intervention playbooks
5

Friday

Launch with pilot accounts and iterate

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Expert Tips

The Leading Indicator Rule: The best churn predictor is often 2-3 indicators combined. Single metrics lie, patterns don’t. Look for signal combinations.
Segment Your Scoring: Enterprise accounts care about different things than SMBs. Build separate models for each segment for 40% better accuracy.
Make Health Visible: Share health scores with customers in QBRs. Transparency drives accountability and often self-corrects issues.
Automate the Mundane: Use AI for data gathering and initial analysis. Save human creativity for relationship building and problem solving.

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Resources & Next Steps

Health Score Calculator

Build your custom health scoring model

Churn Analysis Template

Analyze your historical churn patterns

Book Health Audit

Get expert review of your CS operations

CS Leaders Community

Join peers using AI for customer success
Based on data from 10,000+ SaaS companies using BuildBetter for customer success. Results vary based on industry, segment, and implementation quality.
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