Connect every score to an action
A health category only mattered if it changed the next review, escalation or customer conversation.
Customer health system
A customer-success operating system for more than 500 enterprise accounts, including predictive health scoring and escalation routines.
system · in use
AVP, Strategy & Business Operations at Hevo Data · Updated Aug 2026
- Customer success
- Health scoring
- Retention
- Operations
01 · Problem
A newly formed customer-success function needed to manage risk and outcomes consistently across hundreds of enterprise accounts.
02 · System
A health-scoring and escalation model combined customer signals with ownership and operating routines for a team built from zero.
03 · Outcome
The function grew from zero to five people and owned more than 500 enterprise accounts representing roughly $3.5M ARR.
Context
Health scores are useful only when they change behavior. The operating challenge was to connect signals to intervention, ownership and a repeatable customer cadence.
Architecture
- 01Customer signal collection
- 02Predictive health scoring
- 03Risk segmentation and escalation thresholds
- 04Named account ownership and review cadence
Decisions & trade-offs
Evidence
- Customer-success organization built from zero to five people
- More than 500 enterprise accounts under management
- Approximately $3.5M ARR represented
- Predictive health scoring used to improve retention and escalation processes
What this taught me
- A metric without ownership is observation, not operations.
Follow the system
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