Customer health scoring is the foundation of proactive CS. The best health models combine leading indicators - product usage patterns, support ticket sentiment, engagement frequency, and stakeholder changes - into a weighted score that predicts renewal outcomes 60-90 days before traditional methods.

But a health score is only as good as the actions it drives. The real power comes from connecting scores to automated playbooks: green accounts get expansion nurtures, yellow accounts trigger proactive outreach, and red accounts activate save campaigns with executive engagement.

In this topic, you'll learn to design health scoring models tailored to your product, segment, and customer journey - models that predict outcomes, not just describe behavior.