Read and tune customer health scores

See every account's health in the portfolio, understand the breakdown and choose how much each signal counts.

Steps

1. 1Go to MetriSuccess → Portfolio. Accounts are listed lowest health first, with the score in its band colour, the 30-day trend, churn risk, ARR, renewal date, the top risk and the customer success manager (CSM).
2. 2Filter by CSM (for example My accounts), band, falling or rising trend, or renewal within 30, 90 or 180 days, and choose how to sort. The chart shows how scores are spread; select a band to see only those accounts.
3. 3Open an account to see the score breakdown: each signal's sub-score from 0 to 100, its weight and the facts behind it, such as open urgent cases or days since the last interaction. Signals without data are not counted.
4. 4Admins go to MetriSuccess → Health model to set a weight from 0 to 100 for each signal and where Healthy and Watch start, then select Save and rescore.
5. 5To include product usage, create an API key with the Product usage events scope (Settings → API keys) and have your product send events to /v1/usage-events with the account id or account number, an event name, a quantity and an optional event id.

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