What is the purpose of a health check in customer success?

The purpose of a health check in customer success primarily revolves around assessing customer usage and satisfaction. This process involves gathering data on how a customer is utilizing a product or service, which helps in identifying any potential issues they might be facing. Through this proactive engagement, Customer Success Managers can address concerns before they escalate, thereby enhancing the overall customer experience and satisfaction.

Conducting health checks allows for meaningful conversations with customers, where insights gained can be used to tailor services, offer additional benefits, or suggest optimizations that the customer may not be aware of. This proactive approach not only helps in retaining customers but also boosts their overall loyalty and satisfaction. By focusing on customer engagement and satisfaction metrics, health checks support the long-term success of the customer's objectives.