Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro
Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkout
In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Sean Reid, an award winning CS leader. They explore why “green” health scores can mask real risk, how to spot hidden churn signals, and why renaming the metric to a Renewal Probability Score improves forecasting and cross functional alignment. Sean explains his model that blends human captured sentiment with product signals, how multithreading and stakeholder engagement change renewal odds, and why NPS should be treated as a trend over time rather than a single moment. The conversation offers practical guidance on structuring sentiment fields in your CRM, coaching teams to score consistently, avoiding a rushed rollout, and turning QBR data into executive ready value stories that drive renewals and expansion.
Chapters:
00:00 Introduction
02:40 Meet Sean Reid
10:11 Why “green” accounts still churn
14:45 Multithreading and hidden influencers
22:26 From health score to Renewal Probability Score
25:28 Building the model, 60 to 40 sentiment to signals
34:49 Value storytelling and outcome-focused QBRs
37:10 Rethinking NPS as a trend, not a moment
44:28 Lessons
51:51 Wrap-up
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Sean Reid:
Linkedin: https://www.linkedin.com/in/sean-reid/
Grab our FREE resources here:
https://thecustomersuccesspro.com/resources
Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
