CustomerIQ
AI-Powered Customer
Health Intelligence
Know which customers are at risk before they churn. Proactive interventions triggered by real-time health scoring — not gut feeling.
Scoring Engine
Five dimensions. One score. Instant clarity.
CustomerIQ computes a 0–100 health score every time new signals arrive. No manual data entry. No waiting for end-of-quarter reviews.
Usage Metrics
Feature adoption rate, login frequency, session depth, and active days in the last 30-day window. Declining usage is the earliest churn signal.
Support Metrics
Open ticket volume, escalation count, and average resolution time. High support load with slow resolution time is a strong churn predictor.
Adoption Metrics
Breadth of features used across the product surface and depth of use within each feature. Shallow adoption at renewal time predicts downgrade or churn.
NPS / Satisfaction
NPS survey responses, CSAT scores, and in-app feedback signals. Negative satisfaction scores trigger immediate intervention regardless of usage level.
Payment Health
On-time payment rate, failed payment attempts, and subscription tier changes. A failed payment combined with declining usage is a critical churn signal.
Example score for a customer with moderate usage decline and one open support escalation in the last 30 days.
Risk Bands
Four bands. Each with a specific response protocol.
When a customer's score crosses a threshold, the right team member is notified with full context and a specific action to take.
Customer is actively disengaging. Churn probability is high without immediate intervention from leadership.
- Executive outreach within 4 hours
- Success-plan reset call scheduled
- 7-day daily check-in cadence created
Usage or satisfaction signals are declining. Intervention now prevents escalation to critical status in the next renewal cycle.
- CSM follow-up within 24 hours
- Targeted reactivation campaign launched
- Unresolved support blockers reviewed
Customer is stable but not fully realizing value. Proactive enablement now increases renewal likelihood and expansion potential.
- Value realization checklist sent
- Feature adoption walkthrough scheduled
- Engagement nudge campaign triggered
Customer is engaged, satisfied, and a strong candidate for expansion. Monitor for upsell triggers and turn them into advocates.
- Monthly business review cadence
- Expansion opportunity scoring
- Upsell triggers monitored and routed to sales
Intervention Playbooks
Three-tier system. Every customer gets the right owner.
When a health score drops, CustomerIQ determines which team owns the intervention based on risk band and intervention type — then creates the workflow automatically.
CSM-Led Interventions
Relationship & Retention
Customer Success Managers handle relationship-first interventions. Focused on understanding blockers, resetting success plans, and rebuilding engagement with the product.
- Executive outreach with full health context attached
- Success-plan reset call booking via calendar integration
- Follow-up cadence created with automated reminders
- Resolution tracked against open support issues
Sales-Led Interventions
Expansion & Retention
Sales owns expansion opportunities on healthy accounts and retention on at-risk accounts approaching renewal. Triggered when commercial action is the right lever.
- Upsell opportunity surfaced with usage evidence
- Retention offer routed for approval before sending
- Renewal risk flagged 90, 60, and 30 days out
- Expansion pipeline synced to SalesOS automatically
Support-Led Interventions
Technical Resolution
Support owns interventions where technical blockers are driving the health score down. Escalated tickets, repeated failures, and integration issues get priority routing.
- Open escalations surfaced with health score context
- Technical account review triggered on repeat failures
- Resolution status fed back into health score in real time
- Handoff to CSM after technical resolution confirmed
Tool Replacement
Enterprise CS tools. Consolidated into one.
The customer success tool market prices as if you need three separate platforms to know whether a customer is happy. CustomerIQ collapses all of it.
Enterprise customer success platform
CustomerIQ handles health scoring, risk detection, and intervention workflows without requiring a 6-month implementation and a dedicated admin to maintain it.
Customer health scoring platform
The same 5-dimension scoring model, 4 risk bands, and automated playbooks — without the per-seat pricing that makes it unaffordable for growing teams.
Churn prediction and prevention
Real-time health score drops trigger immediate intervention playbooks — not end-of-quarter churn reports after the cancellation email has already arrived.
Manual health tracking by CSMs
Health scores computed automatically from real event data. CSMs spend their time on conversations that save accounts — not on updating spreadsheets that are stale by Friday.
Reality Check
A CSM's week. Before and after.
Same accounts. Radically different awareness of what's actually happening.
- Mon — Log into three dashboards to check account health. Still not sure what to prioritize
- Tue — Customer emails to cancel. Last login was 6 weeks ago. You had no idea
- Wed — Support escalation from a customer you thought was fine. CSAT was actually 2/5
- Thu — Spend 3 hours building a weekly health report from exported CSVs
- Fri — Three renewal calls scheduled with zero context on what's actually wrong
- Mon — CustomerIQ surfaces 2 accounts that dropped below 70 over the weekend with full context
- Tue — Health score alert fires at 8am for the customer who stopped logging in. Outreach sent by 9am
- Wed — Support escalation automatically linked to health score. CSM notified before the CSAT tanks
- Thu — Weekly health report auto-generated. 5 minutes to review, not 3 hours to build
- Fri — Renewal calls prepared with exact risk factors, usage gaps, and recommended actions
Stop finding out about churn from cancellation emails.
CustomerIQ is part of the Mahoosuc OS platform — sharing context with SalesOS and Market Intelligence so your entire revenue team sees the same customer picture.
Part of the Mahoosuc OS Platform