Data driven interventions are key to proactive management of customers.  For many in CS, Health Scores are the basis of their interventions.  Building a health score is therefore a key activity.  

To help CS leaders, I have built a simple workbook to guide you through the process.  You can download a copy here.

Please use comments if you have any questions.  

Success plans set out how a company guides the customer to the value/ROI they purchased your software for.  They are therefore at the core of customer success: the means by which SaaS Customer Success deliver on their purpose. 

Having built and reviewed success plans for a range of companies, I have developed a maturity model to help B2B SaaS companies assess their success plans and develop actions to improve them.  The model was originally developed as part of a project for the Customer Success Network – a European online group for CS really worth joining.  

Feel free to download the Success Plan Maturity Model.