Hi @Anna Alley -- I'm confused by the idea of including the CSM's sentiment in the health score. I know they have perspective, but wouldn't you rather (or also) have the account's ACTUAL sentiment, straight from all the right contacts (stakeholders, end users, etc), along with a clear description of what they feel is working well and what needs improvement? Since B2B is all about relationships with the right people in the right companies/accounts, it's important to know who ALL your advocates and detractors are, and why (backed with quantitative data that explains why), to drive the right 1:1 and 1:Many actions.With good/simple processes, our customers see response rates of 80%+ which not only provides great actionability at the account level, but also clearly identifies accounts at risk since we also know that silent accounts can be ~14x more likely to churn than accounts that are providing you feedback. You also get highly trustworthy (representative!!) insight in the aggregate to help you drive the most important "1:Many" improvement initiatives (e.g. for product improvement priorities, onboarding and support processes, etc).I'm happy to tell you more about the processes we employ and show how companies use the feedback data to align around customer needs and expectations./Steve