Customer Success Health Score Dashboard for B2B SaaS with Churn Prediction
B2B SaaS companies lose customers because CS teams do not see warning signs until cancellation. Vitally on IH built customer success software. The wedge is a lightweight health score dashboard that ingests product usage, support tickets, and billing data to flag at-risk accounts before they churn.
Problem Statement
A CS manager at a B2B SaaS with 200 customers manages accounts manually. They check product usage in Mixpanel, support tickets in Zendesk, billing status in Stripe, and NPS in Delighted. For each account review, they open 4 tabs and mentally compute a health assessment. They review 20 accounts per week — 180 go unchecked. When a customer churns, they look back and realize: usage dropped 60% last month, they filed 5 support tickets, and their NPS went from 8 to 4. All the warning signs were there, in 4 different tools.
The Idea
A customer health score dashboard for B2B SaaS that combines product usage, support tickets, billing status, and NPS data to predict churn risk per account — with intervention playbooks for at-risk customers.
Why Now
SaaS churn costs the industry B annually (Recurly 2025). Customer success became a funded function at most Series A+ companies. Vitally and Gainsight proved health scoring works, but both are enterprise-priced.
Target User
Customer success managers and VPs of CS at B2B SaaS companies with 100-500 customers and $10K-$50K ACV
Target Market
Customer success platforms and churn prediction tools for mid-market SaaS
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