Customer Health Score

Design, validate, and maintain one composite score that tells a post-sale team which accounts are drifting toward churn and which are ready for an expansion conversation. In ChurnZero's 2025 Customer Revenue Leadership Study (~800 CS and post-sales leaders surveyed), 73% said their current health score does not reliably predict churn.

• Performative score. Someone picks ten metrics, weights them by intuition; CS ignores the result because it predicts nothing.
• Predictive score. Derives its weights from what churned accounts actually did before churning, then proves itself in backtest.

This skill owns the composition and validation that turns one into the other:

• Normalization
• Weighting
• Decay
• Banding
• Segment calibration
• Override governance
• Wiring every band to a play

Which indicators to feed it, and how predictive each one is, is discovery work owned by mbfinotti/revops-skills@customer-churn-signals. Treat signals here at the category level (product usage, relationship/engagement, support, commercial, sentiment) and take the discovered indicator list as input.