Feature · Health scoring
A score of 78 with no context tells you nothing. A score of 78 with login down 62%, NPS dropped 9 → 6, champion changed roles tells you exactly what to do this morning. Exeechain ships the second kind, by default, on every plan.
What it is
A customer health score is a single 0–100 number that summarizes a customer's likelihood to renew, expand, or churn. Most CS platforms ship configurable scoring: you decide the inputs, you weight them, you maintain the formula. The flexibility sounds valuable until you realize someone has to own it. Within a quarter, the scores most teams trust the least are the ones they built themselves.
Exeechain takes the opposite approach. The score is a weighted scorecard that ships with the product: it reads billing, product usage, support sentiment, NPS and CRM signals, and outputs a number plus the three biggest drivers per customer, each with the points it contributed. The drivers are the actual value. They tell a CSM what to do, not just whether to worry. Most teams stop tuning their own formula within a week of seeing a score that explains itself.
How it works
Step 01
Stripe + tracking snippet are the floor. Adding HubSpot, Intercom/Zendesk and Mixpanel on any paid plan gives it more signals to read, so scores get sharper; Salesforce (Command). The model uses whatever you connect, no required field mapping or schema design.
Step 02
Every customer is rescored weekly on Shield, daily on Multiplier, real-time on Command and up. It weighs login frequency drift, feature adoption, support tone shifts, NPS deltas, payment failures, champion role changes and renewal proximity. A component with nothing behind it abstains instead of guessing.
Step 03
Each score arrives with its top three drivers in plain English. CSMs read three sentences, know the situation, and have a drafted next action waiting. No analyst lookup, no formula tracing.
Why it matters for NRR
With 200 customers and one CSM, knowing which three to call this week is the entire job. A trustworthy score answers that automatically.
When the customer asks 'why are you flagging us as at-risk,' the answer is three concrete drivers grounded in their actual data, not an opinion.
Revenue projections weighted by current health scores produce numbers you can take to a board meeting. The scoring system is the forecast.
Related features
Churn prediction
0–100 score, daily refresh, ranked by revenue
QBR automation
A quarter's deck, in about a minute
Workflow automation
Custom journeys with goals, A/B splits, approval gates
Retention playbooks
3 prebuilt, plus your own - AI-drafted per customer
Copilot
Plain-English Q&A grounded in your data
Revenue forecast
A 90-day number you can defend
Questions
A customer health score is a single number, usually 0 to 100, that summarises how likely an account is to renew, built from signals such as product usage, billing status, support activity, NPS and stakeholder changes. Exeechain scores every account daily and names the top three drivers behind the number in plain English, linked to the evidence.
Logins and product events over the last 30 days against the previous 30, days since last login, failed payments and outstanding invoices, account age and plan, progress against the account's success goal, whether a champion is on record and their departure risk, and support conversations where a support tool is connected. A signal the workspace does not track is marked as not observed, never assumed healthy.
A rules-based score is a set of weights a CS Ops admin sets and maintains by hand. Exeechain's score starts from configurable weights, explains each account's drivers, and is checked against outcomes: past churns are replayed to measure whether the score carried a warning and how far ahead. When a workspace has no usage tracking, the score says it is blind rather than reporting a confident number from billing alone.
Accuracy is measured on your own book, not quoted from someone else's. Exeechain's backtest replays every past churn against the signals that preceded it and reports the share it warned on and the median lead time. It does not project a save rate, and it makes no general claim about how many days ahead churn is predicted, because that depends on the data connected.
The customer health score guide on the blog covers the formula, the metrics and a framework for building one by hand. In Exeechain the calculation runs daily per account from the connected sources, and each score comes with the three drivers that moved it.
Yes. CRM activity, stakeholder roles and champion changes feed the score when HubSpot or Salesforce is connected, and the score can be written back to the CRM record. Without a CRM the score runs on billing, usage and support data.
First scores in 15 minutes. Every connected signal read within 24 hours. From $299/mo. AI health scoring with the top three drivers per customer, daily from Multiplier.
Not ready to switch? Size your leak from your MRR and churn rate, with no billing access at all.