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Mentioned in Slack

·Updated 2 hours ago

Make health scores explainable so CSMs act on them

Status

In Review

Type

Improvement

Category

Health Score

Analysis

Slack, chat and email all describe the same gap: the score shows a number and a tier, but not what's driving it. calculateHealthScore already returns each signal's contribution, so this can ship as a presentation-only change.

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Slack2026/10/9

Panic-emails healthy accounts flagged At Risk for no clear reason

honestly half the time I don't understand why an account is "at risk". like it says critical but the customer literally just renewed and is using us every day?? makes me look bad when I panic-email them for no reason

Paddi chat2026/10/8

Asked Paddi why a score of 44 is what it is

is there a way to see WHY a score is what it is? I have an account sitting at 44 and I genuinely have no idea what's dragging it down

Email2026/10/6

Team doesn't trust the score without more transparency

The health score is our north star but the team doesn't fully trust it yet. The biggest ask I keep hearing is transparency — people want to understand what's actually going into the number before they'll act on it.

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