Health scores in customer success will die soon because of AI!

👉 No actual data backing while assigning weights

👉 Not updating weights with updates in product and customer behaviour

👉 It gives you a sense of health not if they are more likely to expand or churn

Here’s how this can be solved:

👉 Assign weights using AI

👉 Auto-update weights using AI to keep them updated with product changes and customer behaviour

👉 Two different pipelines for churn and expansion


Health scores will be replaced by outcome-driven signals for each specific use case, such as churn or expansion.

AI will bring long-pending disruption in customer success.

Have you adopted AI in CS already? If yes, what use cases?