Customer Health Score Dashboard

Retaining a customer is roughly five to seven times cheaper than winning a new one, yet retention rarely gets the attention the next new deal does. I've spent years on both sides of that line, closing accounts and then working to keep them adopting, engaged, and renewing. The value compounds in the relationship after the sale, and watching an account drift quietly toward churn is painful when the signals were there the whole time. That's what led me to build a tool that surfaces those signals across an entire book of business, before they turn into a lost renewal.

The Customer Health Score Dashboard is a single-file CSM portfolio dashboard for tracking account health, renewal risk, and expansion signals across an entire book of business. Built for Customer Success Managers who need a fast, opinionated answer to one question: which accounts need attention right now?

What it does

• Weighted health scoring. Each account is scored 0–100 across five leading indicators (Product Engagement, Support Health, Stakeholder Engagement, Adoption Depth, and Expansion Signal) using a configurable weighted average that reflects what actually predicts churn or expansion.
• Account table with renewal tracking. View your entire book of business at a glance, with per-metric bar breakdowns and renewal dates that highlight red (within 60 days) or yellow (within 120 days) so nothing slips through.
• Account detail panel. Click any row to open an animated arc gauge and per-metric sliders you can adjust in real time. The health score and table update instantly, letting you model scenarios on the fly.
• CSV import and export. Drag-and-drop upload with auto-mapped column headers and a correction UI for mismatches. Export the full portfolio with calculated scores for stakeholder reporting.
• Configurable settings. Adjust metric weights, Healthy and At Risk score thresholds, and light/dark theme, all persisted to localStorage so the dashboard reflects your team's model, not a generic one.

How the scoring model works

Five metrics, each scored 0–100, combined into a single weighted health score:

• Product Engagement (30%). Login frequency, feature usage, and DAU/MAU ratio.
• Support Health (20%). Inverse of ticket volume plus CSAT score.
• Stakeholder Engagement (20%). QBR attendance, executive sponsor access, and responsiveness.
• Adoption Depth (15%). Core feature penetration and seat utilization.
• Expansion Signal (15%). NPS score, upsell conversations, and usage against limits.

Scores fall into three bands: Healthy (75–100), At Risk (50–74), or Critical (<50). Both the weights and thresholds are configurable from the Settings panel.