A repeatable scoring methodology across 1,200+ global accounts with CRM-integrated outputs for engagement, risk, and expansion readiness.
The Problem
Subjective judgment and inconsistent criteria made it impossible to scale CSM execution across a large portfolio.
Across a $250M ARR organization with 1,200+ accounts, Customer Success Managers relied on gut feel and inconsistent criteria to prioritize their time. Without a standardized scoring model, high-value opportunities were missed and at-risk accounts slipped through the cracks.
The Solution
Measured how deeply the customer organization engaged with the platform — active users, feature adoption, and cross-departmental utilization.
Tracked login frequency, content creation, training completion, and support interaction patterns as leading indicators of platform health.
Scored depth of product usage across modules, identifying gaps between contracted features and actual utilization.
Combined support ticket trends, NPS scores, executive engagement drops, and contract proximity into a composite risk indicator.
Weighted aggregate of all dimensions producing a single, actionable health score visible in Totango and exportable to Salesforce for CSM workflow integration.
Results
1,200+
Accounts scored
$250M
ARR org-wide impact
Daily
CSM execution tool
Technology Stack