Make the Success Plan Feed the Score
Translate a customer success plan into health-score signals that can be monitored between QBRs.
The health score should be the success plan with sensors attached. Start with the customer objective Use the customer's words from kickoff or QBR. Do not translate too quickly into product modules. "Reduce audit prep time" is stronger than "use reporting." Define proof of progress Ask what evidence would make the customer agree that progress is real. That proof can be time saved, workflow completion, fewer escalations, stakeholder adoption, or a metric in the customer's operating review. Wire the signal Choose a signal you can observe weekly or monthly. If the only proof appears at renewal, you have no prevention…
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