Your question is Measure Customer Health for SaaS. Take a moment with it on the right.
Talk me through your thinking if you like. When you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes).
NimbusHR is a B2B SaaS platform for payroll, time tracking, and employee onboarding used by 4,800 small and mid-sized companies. Over the last two quarters, gross revenue retention fell from 91% to 86%, and the Head of Customer Success wants a clear framework to measure customer health and predict which accounts are at risk before renewal.
NimbusHR sells annual contracts, but product usage is weekly. In the most recent quarter, 18% of accounts logged in fewer than 2 times per week, support tickets per active account rose from 1.8 to 2.6 per month, NPS dropped from 42 to 31, and 90-day logo churn increased from 6% to 9%. Expansion revenue remained flat at 3% quarter-over-quarter. Leadership is asking for a customer health score that combines product adoption, engagement depth, support friction, and commercial outcomes.
account_contracts: account_id, ARR, contract_start_date, renewal_date, plan_tier, seats_purchased, seats_usedweekly_product_usage: account_id, week_start, active_admins, active_employees, payroll_runs, time_entries_submitted, onboarding_workflows_completed, login_dayssupport_tickets: account_id, created_at, ticket_type, priority, first_response_hours, resolution_hours, CSATnps_responses: account_id, survey_date, nps_score, respondent_rolecrm_health_notes: account_id, CSM_id, risk_flag, executive_sponsor_present, QBR_completed