Customer Health Score
Summarizes everything that a Customer Success Manager or Key Account Manager needs to know going into a QBR.
Proactive customer success depends on understanding account health before problems escalate, but manually assessing health means piecing together usage data, support tickets, CRM activity, internal conversations, and product updates from multiple disconnected systems. By the time warning signs become obvious, it's often too late to prevent churn.
The traditional approach simply isn't enough. Customer Success Managers spend hours reviewing dashboards, hunting through Slack threads, checking support queues, and trying to remember recent interactions, all to answer one question: "Where we stand regarding this customer?" Without a systematic process, health assessments are inconsistent, subjective, and reactive rather than proactive.
Realm's Customer Health Score Agent transforms this process. Instead of manually gathering and analyzing data, CSMs can generate a comprehensive, data-driven health assessment in minutes. The agent automatically reviews usage patterns, engagement signals, support activity, and recent product changes, then delivers a clear health rating (Healthy, Needs Attention, or At Risk) with supporting evidence and recommended next actions.
What the Customer Health Score Agent does
- Aggregates account signals by searching across HubSpot, Salesforce, Slack, Linear, and Notion to surface usage trends, engagement patterns, and recent interactions
- Identifies risks and concerns by reviewing open support issues, feature requests, internal team discussions, and renewal status
- Analyzes product impact by checking changelog updates and recent releases that may have affected the customer experience
- Assigns a clear health rating using a traffic light system: Healthy (strong engagement, no risks), Needs Attention (flat usage, some concerns), or At Risk (declining engagement, unresolved issues)
- Highlights positive signals by surfacing success moments, usage growth, and engagement wins worth celebrating
- Delivers actionable recommendations with a summary report including key metrics, risk assessment, positive signals, and next steps for the account owner
Why it matters
Customer retention starts with early risk detection, but health monitoring shouldn't require hours of manual data review. The Customer Health Score agent automates the assessment process, giving Customer Success teams instant visibility into account health with consistent, data-driven ratings. The result: proactive risk management, earlier intervention, more strategic customer conversations, and improved retention rates. With Realm, every account gets continuous health monitoring—without the manual effort.