03 / Pillar

CS Operations

The operating system of a CS org. Health scores, segmentation, capacity planning, the math behind how many accounts a CSM should actually carry. Director-track content.

14 min read

Health Scores That Predict Anything: A Design Framework

Most health scores measure activity, not outcomes. Here is a four-input model that actually predicts renewal — with validation guidance against your own churn data.

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In the queue

· The Capacity Math: how many accounts should a CSM actually carry?
· Segmentation that survives a board review
· Gainsight rule design: building rules that change behavior, not noise