A practical, no-nonsense guide to customer health metrics with Sally Stoewe.

In this kickoff episode, we break down what it really takes to design a health score that predicts churn and drives action, not noise. Sally Stoewe joins me to share the failures, frameworks, and field-tested lessons every CS team can apply

• The four essentials of a reliable health score—and how to validate them against real churn data
• How to avoid overengineering and create a score your team will actually use
• Practical ways to operationalize triggers, automate playbooks, and scale with CS Ops