Most SaaS companies track customer health using a simple score — green, yellow, red.
It feels neat and manageable. But here’s the reality:
Health isn’t static. It’s dynamic, evolving every day. And health scores have limits.
That’s why we need to move beyond a health score into a health system.
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.
Most health scores today rely on a formula of 3–5 inputs:
The Software as a Service (SaaS) industry has been growing exponentially, driven by the increasing demand for cloud-based solutions and the shift towards digital transformation across industries.
I've been working in SaaS for just about 10 years now and one of the critical strategies SaaS companies employ to scale their operations and expand their market reach is the development of partner reselling models. I've seen this first-hand at HubSpot where I spent five years in different roles across the partner channel org and then also at Cisco.
Partner reselling, where third-party vendors sell your SaaS products to their customer base offers several advantages, including extended market reach, reduced customer acquisition costs, increased revenue streams, and ultimately scale.
Today, I want to delve into the latest research and trends shaping the partner reselling landscape in the SaaS sector.
