A project for cs

Customer Health Score

Silent churn risk made visible weeks before the cancellation conversation.

Churn caught early
Key outcome this project is built to deliver.
Medium
Project scope: typically 25-45 hrs of implementation.
03
Project number in the Avero GTM catalog.
CS
Primary function this project serves.

The problem

You find out an account is at risk only when they cancel.

What this looks like in practice

The score is only as good as the signals feeding it, so the work starts with instrumenting them: product usage where available, engagement, support activity, and renewal proximity, weighted into one number a CSM can defend. Thresholds trigger action, not decoration: an at-risk account creates an owner and a task, not just a color.

We built this kind of visibility while rebuilding customer success operations for a fast-moving SaaS company whose CEO had been running RevOps personally. Risk stopped surfacing for the first time at the cancellation conversation.

Built in real engagements

Where this fits

This project is part of our Customer Success Operations work. Customer success operations is the system that keeps renewals, onboarding and account health visible before they turn into problems: a renewal pipeline, health scores, CSM assignment and the handoff from sales. As part of our fractional GTM ops team, we build and run it in HubSpot, next to the sales pipeline instead of in a spreadsheet.

How we work

01 / Audit 1–2 hrs

We start by understanding your current state.

Before building anything, we map what exists today: your tools, your data, your processes, and where the gaps are. This shapes everything downstream.

  • Current stack and integrations reviewed
  • Process gaps and bottlenecks identified
  • Success criteria defined with your team
02 / Build 25-45 hrs

We build the system and get it live.

Implementation is hands-on: we build directly in your tools, not in a sandbox. You see real outputs at every step, not mockups.

  • Full implementation in your existing stack
  • Data quality verified before going live
  • Team walkthrough and handoff documentation
Outcome. Churn caught early, measured against your baseline from the audit phase.
03 / Expand scoped after live

Once live, we identify what to build next.

Most projects open up adjacent work once the core is running. We scope expansion work after seeing real results, not before.

  • Performance review at 30 days
  • Adjacent automations identified
  • Expansion scoped and prioritized

Related projects

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