// RevOps
Health Score
A composite metric CSMs use to predict which customers are at risk of churn or ready for expansion.
In depth
Typical inputs: product usage frequency, feature depth, executive sponsor presence, support ticket volume, NPS, contract stage. Scored red / yellow / green. The score is only useful if a specific playbook fires from each colour.
Related terms
CSM
Customer Success Manager, post-sale owner of adoption, retention and (often) expansion.
Churn
The rate at which customers or revenue leave the business in a period.
Playbook
A codified set of steps a rep or CSM runs against a specific scenario, deal type or customer signal.
NRR
Net Revenue Retention, % of recurring revenue retained from existing customers over 12 months, including expansion, minus churn and contraction.