The Customer Success Glossary

A customer health score is a composite metric that predicts whether a customer will renew, expand, or churn. It combines product usage, engagement patterns, support interactions, and sentiment data into a single score, helping CS teams prioritize accounts and intervene before problems escalate into lost revenue.

High-touch customer success is a relationship-driven engagement model where dedicated CSMs provide personalized, proactive support to an organization's most valuable accounts. Defined by frequent one-on-one interactions, strategic guidance, and executive alignment, high-touch programs prioritize depth over breadth to protect and grow revenue from complex, high-ACV customers.