The Death of Vanity Metrics: Building Customer Outcomes That Matter

About This Event

Most Customer Success teams have a health score. Far fewer have one they trust.

A customer can look healthy until the renewal is already in trouble. Another can look at risk because one noisy signal is overpowering everything else. When the model creates more debate than direction, it stops being an operating tool.

Join Vitally and ScaleUp CS for a practical conversation about validating the signals behind your health score—and making sure every change leads to a clear next step.

Why Attend

Nina Wilkinson and Linnea Olson will unpack the difference between a score that looks precise and one that actually helps a CS team make decisions.

You’ll leave with a clearer approach to:

• Choosing signals connected to real customer outcomes, not simply the data that is easiest to collect.
• Back-testing your model against renewals, churn, and expansion to find false positives and false negatives.
• Adjusting signals and thresholds as the customer lifecycle or segment changes.
• Connecting score movement to clear owners, actions, and playbooks.

Who This Is For

CS leaders who own retention and need more confidence in what their health model is telling them. CS Operations and Revenue Operations teams responsible for building and maintaining the model. CSM leaders and practitioners who need score changes to produce useful action—not another dashboard to monitor.

Does your health score tell the truth?

Join us live at no cost. If you can’t attend, register anyway and we’ll send you the recording.

About the Speakers

Nina Wilkinson

Fractional CS Leader · Partner, ScaleUp CS

Nina works with growth-stage companies to build Customer Success functions that hold up as the company, team, and customer base scale. She brings the leadership lens to this session: how to decide what the business needs its health model to predict—and how to know when the model is falling short.

Linnea Olson

Director of Customer Experience · Partner, ScaleUp CS

Linnea is a CS operations specialist who builds the systems Customer Success teams use every day. She brings the operator’s lens to this session: how to translate customer data into a score the team trusts and turn score changes into consistent action.

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