Glossary
What is a customer health score?
A customer health score combines signals about an account, such as product usage, support tickets, engagement with your team and payment history, into one score or colour. Customer success teams use it to see which accounts need attention before they churn. It is a prompt to act, not a prediction.
Published by Sellinger AI. Numbers and settings checked on 24 October 2026 against the fact register. Report an error.
What goes into a health score?
| Signal | Healthy | At risk |
|---|---|---|
| Product usage | Steady or growing | Falling for several weeks |
| Champion | Active and engaged | Left the company or went quiet |
| Support | Few, resolved tickets | Many open or repeated tickets |
| Engagement | Attends reviews, replies | No reply to check ins |
| Payment | On time | Late or asking to downgrade |
How do you use one?
Look at the trend, not the level. An account that drops from healthy to amber in a month needs a call more than one that has been amber for a year. Pair every score with an action: who reaches out, what they ask, and by when.
What are the limits?
Scores built only from usage miss relationship risk, such as a champion leaving. Scores built from many weighted inputs can become a number nobody trusts. Start simple, check the score against real churn, and adjust.
How Sellinger handles it
Sellinger does not compute health scores. Its customer success rule pack flags the conversational signals behind them, such as a customer who mentions cancellation, a usage drop or a renewal, so a person acts. See the customer success rule pack.
The New Joiner intent signal on LinkedIn helps notice when a champion moves.
Common questions
Is a health score the same as NPS?
How often should health scores update?
Can a health score predict churn?
Sources and method
General customer success practice; inputs are illustrative. Catalog text from the in-product rule templates.
Related: Churn rate, Quarterly business review, Customer success teams, Persona template: customer success.
