Retention & risk
Customer Health Score
A synthetic score of an account's health from several signals.
Definition
The Customer Health Score aggregates several signals (product usage, support, engagement, relationship, billing) into a single score meant to predict an account's likelihood of retention or churn. Its quality depends entirely on the signals chosen and their weighting.
Why it matters
A single-signal health score (often usage alone) is often wrong. Customer Success Manager and Account Manager need a score that cross-references several sources to decide where to act first.
How Phano helps you
Phano's composite AI cross-references six analysis techniques per account, rather than a single-variable score, for a more robust diagnostic.
[Phano] €85,000 ARR, critical · Health 34/100 ●
June 1, 2026
→ Escalate to the sponsor
- • Silent for 28 days on email
- • Renewal in 22 days, quote not opened
- • No meeting scheduled in 6 weeks
+ custom fields: phano_phase, phano_confidence, phano_health_score…
History on this account
[Phano] €85,000 ARR, high · Health 47/100 ●
May 25 · → Schedule a sponsor touchpoint
[Phano] €85,000 ARR, medium · Health 58/100 ●
May 18 · → Monitor decision-maker engagement
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Frequently asked questions
What is Customer Health Score?
The Customer Health Score aggregates several signals (product usage, support, engagement, relationship, billing) into a single score meant to predict an account's likelihood of retention or churn. Its quality depends entirely on the signals chosen and their weighting.
Why does Customer Health Score matter?
A single-signal health score (often usage alone) is often wrong. Customer Success Manager and Account Manager need a score that cross-references several sources to decide where to act first.
From definition to action, on your accounts.
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