Every CS team has a health board. Almost none of them have a score Sales, CS, and the exec team defend the same way. We build the score from your churn and expansion data, then ship it as playbooks, renewal forecasts, and a weekly retention cadence.
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A Breakthrough in Customer Health Measurement. Built for Retention.
By the time the renewal doesn't close, the customer has been quietly leaving for two quarters. CS has no shared signal that would have surfaced it in time to intervene, so every save motion arrives as a heroic Hail Mary instead of a routine play. Retention forecasts are guesswork because health isn't measured, it's felt.
Ask three CSMs which of their accounts are at risk and you'll get three different lists using three different definitions. Leadership can't forecast NRR because there is no shared scale, no defended weightings, and no way to hold anyone to a number the whole team agreed to.
Product analytics, support, CRM, and billing never meet in the same view. The signals that would predict a save or an expansion are technically present, they're just spread across four tools nobody has joined, so nobody looks at them together.
You have a save playbook, an expansion playbook, and an onboarding playbook. Nobody has run them in six months because nothing fires when a score drops, an admin churns, or usage collapses. The plays are memory-dependent, and memory loses.
The quarterly review is a status slideshow rather than a joint success plan. No mutual commitments come out of it, no milestone dates get set, and no accountability lands on either side. The meeting happens, retention doesn't move, and nobody can explain why.
Where the account quietly starts leaving. The CRM still looks fine at this stage, while the behaviour underneath it has already changed.
Most post-Series-B SaaS teams live at Stage 2 and believe they're at Stage 3. They have a dashboard. Nothing in the operating cadence knows about it.
A weighted 0–100 score built from usage depth, admin engagement, ticket sentiment, and commercial signal. Traceable to the raw events that moved it. So CS, RevOps, and the exec team stop arguing about which accounts are actually at risk.
Amplitude/Pendo, Zendesk/Intercom, HubSpot/Salesforce, and Stripe piped into one warehouse view of every account. Every score is queryable back to the event that produced it. No more "we should have seen it."
Score drops, admin departures, usage collapses, and expansion signals fire the right motion (save, expansion, executive escalation) routed to the right owner with context attached. The playbook opens itself; the CSM executes.
A forward view leadership can plan against, four months before the notice period, not four weeks. Time to actually change the trajectory instead of running a Hail Mary in the last sprint before renewal.
A joint success plan template your CSMs actually want to run. Outcomes, milestones, and mutual commitments signed live in the meeting, not filed in a deck that never gets opened again.
A weekly forum where CS, RevOps, and Product review at-risk accounts and commit to a joint intervention. Turns the score into shipped work, not another dashboard nobody opens.
Before any dashboards, we settle a question most teams have never explicitly answered: what actually predicts churn and expansion in your book? Usage depth, admin engagement, ticket sentiment, commercial signal, weighted from your own retention and expansion outcomes, not a vendor template. Half of failed health programs are actually disagreements about the weightings. We surface that in week one.
Product, support, CRM, and billing pipe into one warehouse view of every account. Fivetran, Snowflake or BigQuery, and a clean event schema so every score is traceable back to the raw event that moved it. We'll also tell you where your product-usage data is too dirty to trust yet, and what to instrument in parallel.
Score deltas and event triggers fire the right motion, routed to the right owner with context attached. Save plays, expansion plays, onboarding milestones, executive escalations, all built as workflows in Gainsight, Vitally, Catalyst, or HubSpot. The playbook opens itself when the signal fires, so execution isn't memory-dependent.
A joint success plan template your CSMs actually want to run. Outcomes, milestones, mutual commitments, signed live in the meeting. Facilitation guide, executive summary format, and a follow-through cadence so the plan drives the next quarter instead of sitting in a shared drive.
This is where most health engagements stop and ours keeps going. A weekly forum where CS, RevOps, and Product review at-risk accounts and commit to a joint intervention. Roles, cadence, escalation SLAs, decision log, all documented. If nobody owns Wednesday morning, you don't have a retention program.
Every 90 days we re-fit the score against actual churn and expansion outcomes. The weightings that predicted last quarter get promoted, the ones that didn't get retired. A quarterly calibration report so the model gets sharper with every cohort instead of rotting the way the last one did.
The objective the score optimizes for, and who owns it after we leave.
The evidence layer. Product, support, CRM, and billing in one view.
The model itself. Weighted, banded, tested against real outcomes.
Score events fire motions, routed with context, in the CS platform.
A joint success plan CSMs want to run, signed live in the meeting.
The operating cadence. Weekly forum, decision log, escalation SLAs.
Download the Customer Health readiness checklist. Twelve questions. If you can answer all twelve with a score, a workflow, or a weekly meeting rather than an opinion, you don't need this engagement.
No 40-slide health framework. Everything lands as a score, a workflow, a dashboard, or a cadence.
Weighted, banded, validated against your realized churn and expansion cohorts, with thresholds and owner mapping written down.
Snowflake or BigQuery view of every account, with product, support, CRM, and billing signals joined and queryable. Not a spec. Shipped.
Save, expansion, onboarding, and escalation motions wired to score events in Gainsight, Vitally, Catalyst, or HubSpot. Triggers, routing, SLAs, and context payload.
Template, facilitation guide, executive summary format, and follow-through cadence. Designed so CSMs run it because it's easier than not running it.
120-day forward view leadership can actually plan against, with score, ARR at risk, and next intervention per account.
Weekly charter, roles, escalation SLAs, decision log format. The cadence that turns the score into shipped work.
Patchstack, the leader in open source vulnerability intelligence, ran HubSpot passively: unconfigured properties, no deals in the pipeline, product data living outside the CRM, and no way for leadership to see renewal or forecast health. In three months we rebuilt the RevOps core: a full property audit and CRM cleanup, a rebuilt lead scoring model, the entire security mitigation catalogue synced into the Product Library, one consolidated pipeline mapped to their real sales stages, Recurly and Calendly wired in so subscription and meeting events update deal records automatically, and executive dashboards carrying real time MRR and ARR forecasts, weighted pipeline, and deal velocity. Then we ran hands on workshops so their team owns the system without us.
EnviroKlenz was running growth on a stack that could not answer basic questions about pipeline or retention. We overhauled their RevOps engine on HubSpot: deal stage automation, email deliverability repair, integrations across their tools, and real time dashboards for leadership. Reps stopped rebuilding context by hand, leadership stopped waiting on manual pulls, and pipeline decisions started running on data instead of recollection.
Post-Series-B and mid-enterprise B2B SaaS companies, $20M–$500M ARR, with at least 6–12 months of paying customers and enough churn and expansion history to fit a score against. Especially teams whose NRR is soft and whose renewal surprises keep landing 30 days out.
Testimonials
We'd rebuilt our health score twice before. The difference this time was that it ended up as a workflow that fired a save play at the right owner with the right context. Suddenly CS and RevOps stopped arguing about which accounts were at risk, because we were both looking at the same number.
When it comes to a high-scale revenue delivery initiative, DevriX gets the job done, period. They quickly jumped in on a partially-started project and led it to completion in record time. They worked with our team to iron out the finer details while building the full picture. Communication, attention to detail, and attentiveness were all 5-star. Stellar work.
Let's Be Honest
A CS platform is plumbing. It doesn't tell you what signals matter, how to weight them, or how to run the plays. We ship the operating model that makes the tool worth what you pay for it, and we're tool-agnostic if you already own Vitally, Catalyst, or a stack built on HubSpot.
If you have someone who can join product, support, CRM, and billing data, fit a weighted model against realized churn, validate it against holdout cohorts, and ship it as workflows in your CS platform, do it. Most post-Series-B teams have one of those five capabilities, and that person is drowning in board reporting.
They'll produce a beautiful health framework. Then activation is your problem, and activation is the entire point. A score that isn't wired to a playbook that isn't run in a weekly cadence has no operational consequence, which means it has no NRR consequence.
Then this is a validation engagement. We'll test your current score against realized churn and expansion outcomes. If it predicts, you'll have proof. In our experience most scores were built on plausible signals rather than predictive ones, and the difference shows up in renewal forecast accuracy.
What makes the difference
A 45-minute working session. Bring your current health signals and one number: your NRR. We'll tell you whether the score is the problem or the operating cadence is.
The questions CS, RevOps, and exec leaders ask us on the first call, answered directly.
A CS platform is plumbing. It doesn't tell you what signals matter, how to weight them, or how to run the plays. We ship the operating model that makes the tool worth what you pay for it, and we're tool-agnostic if you already own one.
Score and playbooks are live in 60 days. Renewal-forecast accuracy improves inside one quarter. Realized NRR impact typically shows in the second full renewal cohort, call it 6–9 months to move the number leadership cares about.
No. The score, the plays, and the QBR flow are designed for CSMs to work in the tools they already use. RevOps owns the pipes, CS owns the customer.
That's the norm, not the exception. We start with the signals you can trust today, ship a v1 score, and instrument the gaps in parallel. You don't wait for perfect data to get a functioning system.
Yes. The signals shift, utilization, delivery health, exec sponsorship, but the operating model is the same. We tune the score to what predicts retention in your motion.
Yes, and we consider the platform work part of the deliverable. Properties, score workflows, routing, SLAs, dashboards, all built, tested, and documented in whichever platform you already own.
8–12 weeks to a live score, wired playbooks, a functioning retention council, and a 120-day renewal forecast. First interventions typically ship inside week 6.
ICP segmentation looks at which accounts you should acquire. Customer Health looks at which accounts you should retain and expand. Many clients run both, sequenced, so acquisition and retention share the same view of "good customer."
Access to product analytics, support, CRM, and billing (ideally read/write in a sandbox), historical churn and expansion exports, and introductions for 6–10 interviews across CSMs, customers, and churned accounts.
