Sean Reid

Sean Reid, an award-winning customer success leader with experience at HubSpot and Personio, dives into the intricacies of health scores. He reveals how green scores can hide churn risks and emphasizes the importance of multithreading to engage key stakeholders. Sean introduces the concept of a Renewal Probability Score, balancing human sentiment with product signals for better forecasting. He also discusses transforming quarterly business reviews into compelling value stories and argues for viewing NPS as a long-term trend rather than a single data point.