EP 138 | Gareth Drabble - How Contentsquare use Health Scoring to predict adoption and retention

Today on the show we have Gareth Drabble, Director of Customer Success, Northern Europe  at Contentsquare

In this episode, we talked about what led Gareth to Contentsquare, the recent acquisition of Hotjar, and what it means for Contentsquare, we then talked about how they plan to structure their customer success team as they scale, and what fuels its growth. 

 We also discussed how rushing into a tech touch model wobbled Contentsquare’s retention rates, and dove into how they use health scoring to predict adoption and retention, and how you can replicate the model for your company too. 

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.