When I joined Teamwork in 2022, the Customer Success organization was highly reactive. The team provided excellent service and cared deeply about customer, but the operation wasn’t built to scale. We had 20,000+ SMB customers, and while renewals were tracked, success wasn’t measured.
My first step was to identify the signals that actually represented customer health. I dove into the data and discovered three leading indicators:
- Time tracking usage
- New project creation
- Purchasing Additional Users
Those behaviors correlated strongly with retention. I built our first health score around them. Simple, actionable, and measurable. We learned that 15% of accounts were in strong health, 10% were at risk, and the rest were stable but passive.
That baseline allowed us to transition from a “support-first” model to a data-informed CS organization. We could finally see where to invest our time and how to prioritize accounts.
You can’t scale what you can’t measure. Start with simple, behavioral metrics that show customer value creation, and evolve from reactive to proactive management.
Robert Statsky 