How do I spot at-risk customers early?

To spot at-risk customers early, give every account a Health Score and Health Tier built from the signals that predict churn, and act before the customer tells you. SignalRx builds Health from each customer's own internal data, product usage, revenue, and support tracked over time, weighs it against external context, and writes the score and tier onto accounts and contacts in Salesforce. When signals disagree, it infers which source to trust rather than averaging them, and it keeps a Call Now list and Revenue Plays so the right person is alerted the day an account turns At Risk.

Most teams learn an account is in trouble when the account tells them, a cancellation, an angry ticket, a renewal that goes quiet. By then the decision is half made. The signals were there earlier, spread across billing, product usage, and support, but nobody was watching all of them for every account every day.

What is a Health Score?

A Health Score is a live measure of how a customer is actually using and buying, not how big they are. It rolls product usage, engagement, business activity, and healthcare-specific signals, such as consolidation and ownership changes reported in news and on the web, or new-location and hiring signals seen on company websites, Google Business Profile and reviews, and job postings that act as leading indicators, into a score and a tier, Expand, Maintain, Triage, or At Risk, that sits on the account in Salesforce and updates continuously.

Which signals predict churn?

• Usage dropping, or a key feature never adopted.
• Onboarding stalled in the first 90 days.
• Support escalations, or a champion leaving, caught from a LinkedIn job, title, or role change.
• A renewal approaching with declining engagement.

What does this look like in practice?

Illustrative, based on how SignalRx customers work. An account slips from Maintain to At Risk after usage falls two months running. The day the tier changes, Salesforce creates a task and email for the owner with the reasons attached, and the account joins the weekly Call Now list. The CSM reaches out while there is still time to fix it, rather than discovering the problem at renewal.

How do I act on it in Salesforce?

When an account turns At Risk, Salesforce can create a task and email for the owner and post to the account feed, so the escalation has an owner and a deadline. A weekly Call Now list view gives CS a working queue, and high-value renewals in the risk window can escalate to leadership.

Spotting risk before a renewal

Renewal risk found at renewal is usually too late to change. Set a renewal window, around 120 days, and watch where a low or falling Health Tier crosses a near renewal date. That intersection of low health and a near date is the priority list, high stakes with a clock running, and the runway it buys should go to fixing the root cause rather than discounting against a decision already made.

How do I do this at scale?

Health is scored continuously and lives in Salesforce as native fields, lists, and Revenue Plays, so it is something your team can automate on rather than a report someone has to run. Where the account record has gaps, SignalRx fills them from public sources so the health picture is complete. Connecting usage and support data is most of the setup; most teams are live in a few weeks.

Key takeaways

• Health measures usage and buying behavior, the real predictors of churn.
• Tiers (Expand, Maintain, Triage, At Risk) make Health something Salesforce can act on.
• Alert on the change, work a weekly Call Now list, escalate high-value renewals.
• Flag low or falling health as the renewal window opens, and use the runway to fix root causes, not to discount.

SignalRx watches every account's internal health signals and puts the risk on a queue before renewal. Increase Customer Revenue with SignalRx.

For the advanced build, see How do I catch at-risk customers the day they turn? Related: How do I find expansion opportunities in my customer base?