Customer health score consulting • Built on your stack
Customer Health Score Consultant for B2B SaaS
NexaWorks designs and back-tests customer health scores on the systems you already own — your CRM, calls, tickets, and product data — and turns them into action. We work alongside the CS platform you already own.
In a 2026 poll of CS leaders, 82% said their health score caught less than half of churn. We fix that by validating every score against your actual renewal history before your CSMs ever see it.
Why health scores lose trust
This is how CS leaders and CSMs describe the problem, in their own words.
“Most health scores measure activity around the product, not value from the product.”
r/CustomerSuccess, 2026
“Green health score. Strong adoption. Plenty of engagement.”
The account churned anyway — churn post-mortem quoted in a 2026 essay
“82% of leaders said their health score caught less than half of churn.”
Poll of CS leaders shared on r/CustomerSuccess, 2026
“There is no single place where those signals come together.”
A CSM describing account research — r/CustomerSuccess, 2026
What a health score engagement covers
Not a dashboard tweak. A score your CSMs believe, proven on your own history.
Health score audit
We tear down your current score: what it weights, what it ignores, and where it quietly lies to you. Most scores overweight what is easy to measure — logins, tickets closed, meetings held — and miss the people signals that actually precede churn.
Back-tested score design
We design the new score from your historical churn and validate it against 12+ months of renewal outcomes before your CSMs ever see it. If it cannot predict your past churn, it does not ship.
Built on your stack
Salesforce, Gainsight, ChurnZero, Vitally, your warehouse — wherever your data lives. We work alongside the CS platform you already own. No new software to buy, no implementation project.
CSM-ready outputs
A score nobody trusts is worse than no score. Every number ships with plain-language reasons: what changed in the account, why it matters commercially, the evidence behind it, and what to do next.
Back-test result — illustrative example
Typical score, 90 days before churn
31%
of churned accounts flagged in time
Back-tested score, same accounts
74%
of churned accounts flagged in time
The gap is usually not the math — it is the inputs. Activity metrics are easy to query; the people signals that precede churn take work to assemble. That assembly is the engagement.
How it works
Step 1
We audit your current score and your data
Read-only access to your CRM, product usage, support tickets, and calls. We map what your score measures today against what actually preceded your last 12 months of churn. This is the Intelligence Blueprint — 10 business days, fixed price.
Step 2
We design and back-test the new score
Candidate signals are tested against your real renewal history. The score only launches when it demonstrably outperforms what you have — measured on your data, not ours.
Step 3
We ship it into your stack and train your CSMs
The score goes live where your team already works, with a plain-language readout behind every number. Validated in the Intelligence Pilot — 4–6 weeks, fixed price.
Start free, then fixed price
Free
- • The Account Risk Snapshot: your 20 riskiest accounts, ranked, in 5 business days
- • See whether our read on your accounts matches reality
- • No contract, no platform to buy
Fixed price — only if you want it
- • Intelligence Blueprint: the full score audit — $3,500, 10 business days, fully credited toward the Pilot
- • Intelligence Pilot: design, back-test, and rollout — $9,500–$18,000, 4–6 weeks
Questions CS leaders ask us
Do we need to replace our CS platform?
No. We build on whatever you own — Gainsight, ChurnZero, Vitally, Salesforce, or a warehouse. The whole point is a score your team trusts inside the tools they already open every morning.
What does back-tested actually mean?
We take 12+ months of your historical data — which accounts churned, which renewed, which expanded — and check whether the proposed score would have flagged the churned ones in advance. A score that cannot predict your past churn does not get deployed.
How is this different from our data team's score?
Most in-house scores are built from what is easy to query: logins, seat counts, ticket volumes. We add the signals data teams usually skip — champion engagement, sentiment shifts in tickets and calls, sponsor changes — because those are what show up in churn post-mortems.
How long does it take?
The audit is the Intelligence Blueprint: 10 business days, $3,500, fully credited toward the Pilot. The full build and rollout happens in the Intelligence Pilot: 4–6 weeks, $9,500–$18,000 (most land around $15,000).
What data do you need from us?
Read-only access or exports: CRM, product usage, support tickets, call transcripts. Most teams get us what we need within a day. No implementation project, no security review gauntlet.
Can we see proof before paying?
Yes — start with the free Account Risk Snapshot. In five business days we rank your 20 riskiest accounts with the signals behind each one. It is the fastest way to see whether our read on your accounts matches reality.
Or talk to us about a health score engagement directly.