Customer health that explains the risk: adoption and churn signals for SaaS

A red health badge is not a strategy. Customer Success needs to know what changed and what action can still recover momentum.

Daily connects product users and accounts with onboarding, feature adoption, unresolved requests, support cases, recent failures and activity. The result is operational health with an inspectable journey behind it.

Separate “viewed” from “used”

A user opening a feature is an intent signal, not proof of adoption. Daily treats browser navigation and backend-confirmed outcomes differently:

• feature_viewed shows interest;
• feature_used confirms an outcome;
• feature_blocked, permission_denied and limit_reached explain friction;
• onboarding and integration events show progress.

The distinction prevents a dashboard visit from looking like customer value.

Move from a score to a queue

Customer Success can filter product users and workspaces by health, onboarding state, recent activity, plan, open cases and unresolved requests. A user detail keeps recent route, feature, widget activity, negative feedback, handoffs and related opportunities together.

That turns “customers at risk” into a working list:

1. See the account and the users behind its health.
2. Open the request or transcript that created the signal.
3. Review feature adoption and the last confirmed outcome.
4. Choose guidance, a support follow-up or a human conversation.

Use rules for timely help

Daily Customer Success rules can react to onboarding state, health, plan, role, unresolved requests or time since a feature was used. They can show a tip, suggest a feature, offer an eligible upgrade, request handoff or create a case—with cooldowns and impression limits.

Proactive help should be explainable and scarce enough to preserve trust.

Connect the product without rebuilding it

GitHub integration helps map approved product sections, routes and sources from selected frontend and backend repositories. The SaaS backend then signs identity and sends authoritative product events. Daily uses that foundation to connect guidance with measurable adoption.

Explore Daily’s AI Customer Success solution or book a demo to map your health and adoption signals.