Customer Health Metrics

Let’s Talk Customer Health Metrics.

Okay, maybe not the most glamorous topic—but if you’re running a SaaS product, this is where the magic happens. And let’s be honest: if you’re in SaaS, you’re probably geeked out about this stuff (just a little).

Before diving into the metrics, start with the questions that matter. Metrics without purpose are just noise. For customer health, the ultimate question is this:

Are your customers thriving—or teetering on the edge of churn?

Yes, you could skim the surface with active user numbers—daily, weekly, monthly logins. But that’s only scratching the itch. True customer health is multi-dimensional. To get the real story, you need to dig deeper.

Ask yourself:

1. How much are customers using our product?

2. How often are they coming back?

3. Are they exploring beyond the basics—how deep is their feature usage?

4. Are they reaching moments of real value?

5. How long have accounts stayed engaged with us?

6. When were they last active?

7. How many users within each account are truly engaged?

Each of these questions is a chapter in your customer health story. The metrics? They’re the plot points filling in the details.

So, what story is your product telling?

When you break it down, you’re really looking at customer health on three levels:

1. High-Level Trends: Are users sticking around? Are we growing or plateauing? This tells you the big-picture health of your product.

2. Account-Level Insights: Dive into specific customers. Are accounts seeing consistent value? For B2B SaaS, happy accounts equal growth and renewal.

3. Individual User Engagement: Within each account, are users actually using and loving your product? Because accounts without active users aren’t sticking around.

These layers give you a complete view of your customer health. And when you have the data, you can start asking the real question:

What’s next?

Let’s dive into those seven questions and the data behind them to uncover how to turn insights into action.