Customer Health
One definition of what a healthy customer relationship looks like and how the evidence should be read. A score whose weights nobody can explain solves nothing. Your GTM system's memory holds the inspectable dimensions, thresholds and exceptions, and they improve as retention outcomes come in.
The moments customer health decides, and what it is reading
Health is a judgement dressed as a number. Across these three columns, the question is whether the dimensions inside that number are written down and open to challenge, or locked into weights nobody revisits.
01 | The Current Way
02 | AI Added On
03 | AI-Native
An account gets a health reading
A score from static weights
Set at configuration time, rarely revisited, and treated as fact by everyone downstream.
A score with a paragraph
The health-scoring tool now explains its own number. It is still explaining a definition of health nobody agreed.
Judged on stated dimensions
Health is assessed against the dimensions and evidence standards you approved, and every reading can be opened up.
A CSM disagrees with the score
Override and move on
The CSM knows the account is fine. The disagreement teaches the model nothing.
Argue with a black box
The score cannot be questioned, because nothing states which dimension it came from or why that weighting was chosen.
The exception is recorded
Disagreement is captured against the rule that produced it, so it becomes evidence for the next version.
A book gets triaged
Sorted by whoever shouts
Attention follows the loudest account rather than the one closest to real risk.
Ranked by an opaque number
A confident ordering that a CSM cannot interrogate, so they either follow it blindly or ignore it.
Ranked on readable evidence
Prioritisation shows which dimension is driving each account's position, so a CSM can act on the reason.
A CSM inherits an account
Six weeks of rebuilding
Understanding the account means reading old notes and asking whoever was there before.
A generated account summary
A neat catch-up on what happened. Nothing on how this company judges whether that is healthy.
The judgement transfers
The new owner inherits the same health model and the same evidence, so continuity does not depend on handover quality.
The model missed a churn
Obvious afterwards
The post-mortem finds the signals were there. The model stays exactly as it was.
Confidently wrong at scale
The same unexamined definition of healthy gets applied to every account, so the blind spot in the model repeats itself account after account.
Churn retunes the model
Retention outcomes show which dimensions actually predicted the loss, and the CS lead approves new thresholds before they take effect.
Capabilities that reason with this memory
Sales
Deal Health
Sales
Daily Brief | Sales
Prospecting
Daily Brief | Prospecting
One system that understands, decides, acts and learns.
Every GTM signal flows through an AI-native operating layer into a system that runs on the surfaces your team already uses.
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Risk & Health
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Alerts & Escalation
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An advantage competitors cannot buy back: years of success and failure, codified.
One approved definition of what a healthy relationship looks like: the dimensions, the evidence standards, the thresholds and the exceptions, held as a versioned record. Every capability that judges health reads the same definition rather than each carrying its own.
A score is an output. This is the judgement that produces it. A score tells you an account sits at 62. A health memory tells you which dimensions the score rests on, what evidence supports each, and where the company has decided the line falls.
By treating every retention outcome as a test of the model. When health readings carry the dimensions and evidence behind them, churned and renewed accounts show which dimensions actually predicted the result, and revised weights and thresholds get drafted from that evidence.
By making the definition inspectable rather than the number louder. A CSM can open any reading and see the dimension, the evidence and the threshold that produced it, which is also what makes disagreement useful instead of an override.
The CS lead does. Outcomes and recorded exceptions accumulate as evidence over time, and changes to the dimensions, weights or thresholds get drafted from that evidence for their sign-off before anything changes. The model never silently redefines what healthy means on its own.