Account Health Score for B2B SaaS

How a B2B SaaS used one score to see which accounts were at risk—and act before churn

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Challenge

A B2B SaaS company had hundreds of accounts and a small customer-success team. By the time CSMs saw warning signs—low usage, support spikes, or survey drops—renewal was often at risk. Leadership wanted a single, predictive Account Health Score so they could triage outreach and focus on the accounts that needed help most.

We were asked to build an Account Health Score that combined product usage, support, and optional survey data into one 0–100 metric; validate it against churn and renewal; and recommend how to use it in workflows and reporting.

Approach

We built a composite Account Health Score from usage, support, and—where available—NPS or CSAT. We normalized and weighted inputs by their predictive power, validated the score against churn and renewal outcomes, and defined risk bands (e.g. red / yellow / green). We delivered the score logic, refresh cadence, and guidance for CSM and leadership use.

Solution

We delivered a single health score and playbook.

We consolidated 12 months of account-level data: product usage (logins, feature adoption, breadth), support tickets and sentiment, and optional survey scores. We built a 0–100 health score, validated it against churn and renewal, and set thresholds. We delivered the scoring logic, a refresh schedule, and a short playbook: how to use the score for triage, outreach, and leadership reporting. Timeline: 8 weeks.

Take the next step

Discover how Intellimark can help you build an Account Health Score that predicts risk and focuses your team.

Outcome

The SaaS company could prioritize by risk:

Metrics / Results

−18% churn in the red (at-risk) segment after 6 months

One score used by CS and leadership for triage and planning

Red / yellow / green bands with clear action rules

Weekly refresh so CSMs always had an up-to-date view

Fin.

You can’t save every account. With a health score, they could save the right ones.

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