Solo Founder's Playbook: 5 Signals to Cut Churn Without a CS Team

A former customer success lead at a 200-person SaaS company shares a five-signal health score system for solo founders managing 30-150 customers. The model tracks core feature activation, usage breadth, support sentiment, champion engagement, and billing health, scored weekly in 15 minutes. Accounts scoring 5-7 trigger proactive outreach; 0-4 require intervention within 48 hours.