Heap has developed a proactive approach to customer success management by focusing on leading indicators of success, rather than traditional lagging indicators, to enhance customer retention and account health. By leveraging predictive insights from customer data, Heap's Customer Success Managers (CSMs) can identify and act on early signals of customer engagement, such as product adoption and active user metrics, to prevent churn and boost expansion. The company has moved away from manual, spreadsheet-based health scoring to a more scalable and automated process using tools like Catalyst and Salesforce, integrating Heap's product usage data to create data-driven account health profiles. This allows CSMs to efficiently prioritize tasks and tailor their strategies to meet the specific needs of different customer segments, ensuring a more personalized and effective customer experience. By adopting this data-centric approach, Heap aims to empower its CSMs to act as strategic advisors, increasing customer satisfaction and fostering growth by preemptively addressing potential risks and opportunities.