If you're in Customer Success, you've likely seen this before: A customer with a “green” health score churns without warning. Or worse — your team scrambles to rescue an account, but the health score never reflected the risk.
Why? Because traditional health models are broken.
They’re often static, backward-looking, and overly simplified. A single score can’t capture the complexity of real customer relationships, especially in high-growth SaaS environments where product usage, stakeholder dynamics, and business shifts change rapidly. I've observed this at HubSpot, Cisco and now at ServiceNow.
With the advent of AI, it’s time for a better way.
The Problem with Traditional Health Scores
Most health scores today rely on a formula of 3–5 inputs:
