If you manage B2B customers, you know it’s not enough to just onboard them and hope for the best. You’ve got to keep a pulse on how things are going—before you get a dreaded “we’re churning” email. That’s where customer health scores come in. But let’s be honest: most health scores are either spaghetti logic or so complicated no one pays attention. This guide is for teams who want to set up customer health tracking in Custify without drowning in dashboards or made-up metrics.
Let’s cut through the fluff and get you set up—step by step.
Step 1: Know What a Health Score Actually Is (And Isn’t)
Before touching Custify, get clear on what you want from a health score. It’s not a magic number that predicts churn with crystal-ball accuracy. It’s a gut check—based on real signals—that tells you which customers are doing fine and which ones need attention.
Don’t overthink it. Your health score should answer: Who actually needs our help?
What a health score is good for:
- Spotting at-risk accounts early (so you can intervene)
- Prioritizing your team’s time
- Kicking off playbooks or alerts in your CRM
What to skip:
- Trying to blend 15+ data points “because you can”
- Using vanity metrics (like logins for a tool that’s rarely used by design)
- Overweighting stuff that feels important but isn’t (like NPS if you get five responses a year)
Pro tip: Involve your CSMs. They know what “healthy” really looks like.
Step 2: Decide What Goes Into Your Score
Custify is flexible, which is great—and dangerous. You can bring in almost any data, but more isn’t always better. Start with 3-5 signals that actually tell you something.
Common inputs for B2B SaaS teams:
- Product usage: Are users actually logging in? Are they using key features?
- Support activity: Lots of tickets = possible trouble. No tickets ever = maybe they’re not using it.
- Renewal or payment status: Are invoices paid? Is the renewal date coming up?
- Engagement: Are they opening emails or attending QBRs?
- Survey results: NPS or CSAT, if you have decent participation.
Things that usually don’t help: - Number of users (unless growth is your north star) - Random “activity” that doesn’t tie to outcomes
Write down your inputs and how you want to weight them. If you can’t explain it to a new hire in two minutes, it’s too complex.
Step 3: Connect Your Data to Custify
Now, actually get your data into Custify. This part is usually where things slow down, so keep it simple at first.
What you’ll need:
- CRM connection: Most teams sync Salesforce, HubSpot, or whatever they use. This brings in account, contact, and deal info.
- Product usage tracking: Either via API, Segment, or direct integrations. (If you don’t have this, start with manual CSV uploads.)
- Support data: Integrate Zendesk, Intercom, or your help desk tool.
- Billing info: Optional, but helpful for renewals.
How to do it: 1. Go to Custify’s integrations settings. 2. Connect your CRM (grant permissions, map fields—don’t skip the mapping). 3. Connect your product usage source—API keys, Segment, or file uploads. 4. Add support/billing integrations if you use them. 5. Do a test sync. Check that the accounts and info actually show up.
Reality check: You don’t need to automate everything on day one. Getting monthly product usage in is better than nothing.
Step 4: Build Your Health Score Formula in Custify
This is where most people get stuck trying to make it “perfect.” Don’t. Start with something basic that matches your gut sense of what matters.
Setting it up:
- In Custify, go to the “Health Score” section.
- Click “Create New Health Score.”
- Add your metrics—pick the data fields you synced earlier.
- Assign weights to each metric. (Example: 40% usage, 30% support, 30% billing.)
- Define healthy/unhealthy thresholds. (Red/yellow/green is fine. Don’t get fancy with 10 shades of orange.)
Tips: - Use absolute numbers or percentages, not “feelings.” - If you aren’t sure of the right weights, just guess. You can change them in a month. - Avoid “black box” formulas. If you can’t explain why a customer is “red,” your team will ignore it.
What not to do: - Don’t try to make a single score cover all segments. If enterprise and SMB customers use your product differently, consider multiple scores.
Step 5: Test and Sanity-Check Your Scores
Before you roll it out, gut-check your health scores. Does it actually reflect what your team sees?
How:
- Pull up a list of your “green” and “red” customers in Custify.
- Ask your CSMs: “Does this match what you’d expect?”
- Look for outliers—big customers in “red” who are actually fine, or vice versa.
If things look off: - Revisit your weights. Maybe usage is overrated, or billing status is dragging everyone to “yellow.” - Make small changes and retest. Don’t overhaul the whole thing unless it’s way off.
Note: Health scores will never be perfect. The goal is “useful,” not “scientifically accurate.”
Step 6: Set Up Alerts and Playbooks
A health score is only as good as what you do with it. Set up alerts so your team knows when to act.
In Custify:
- Create rules: “If health score drops to red, assign a task to CSM.”
- Set up playbooks for outreach—automated emails, call reminders, or check-ins.
- Filter your dashboards to surface at-risk accounts.
Don’t over automate. It’s tempting to build a Rube Goldberg machine of playbooks. Start with the basics: alerts for red/yellow, a playbook for check-ins, and one for “at risk of renewal.”
Step 7: Train the Team (And Actually Use It)
Nothing kills a health score faster than nobody trusting it. Spend an hour walking your team through what goes into the score, what it means, and how to use it.
Some things to cover:
- How to see a customer’s health score in Custify
- What triggers an alert or playbook
- What to do if they disagree with a score (hint: update your weights later)
Encourage your team to give feedback. If they see “green” accounts ghosting you, or “red” accounts that love your product, tweak your formula.
Step 8: Review and Tweak Regularly
Your health score isn’t “set and forget.” Revisit it every 1-3 months—especially after big product or process changes.
What to look for:
- Are too many customers stuck in “yellow”?
- Are your interventions actually helping?
- Are there new data points you should track?
Skip the temptation to endlessly add more data sources. Focus on what’s actually useful.
What Works, What Doesn’t, and What to Ignore
- Works: Simple formulas based on real customer activity. Regular check-ins with CSMs. Playbooks tied to clear triggers.
- Doesn’t: Overcomplicated, “black box” health scores nobody trusts. Chasing every possible metric. Ignoring team feedback.
- Ignore: Vendor promises of “AI-driven predictive churn.” At least until your basics are rock solid.
Keep It Simple—Iterate as You Go
Health scores are a tool, not a magic fix. Start with the basics, get buy-in from your team, and refine as you learn. If you keep it simple and listen to what actually works for your customers, you’ll get way more value than chasing some “perfect” formula.
Remember: Done and useful beats perfect and ignored.