Global – October 12, 2026 -- Customers who log in daily, attend every training session and open every email can still be unhealthy accounts, according to Marley Wagner, head of customer success programs and strategy at EverHealth. She argues that health scores should measure whether customers achieve what they bought the product to do, not how active they are.

Global – October 12, 2026 -- Net revenue retention (NRR) and gross revenue retention (GRR) will rarely move within a new customer success leader's first 90 days, because both metrics are tied to a full renewal cycle, according to EverHealth's Marley Wagner.

Wagner, Head of Customer Success Programs and Strategy at EverHealth, outlined a 30-60-90 day framework during a ChurnZero webinar. Her advice: track four leading indicators that show whether changes are working before revenue figures reflect them.

Global – October 12, 2026 -- EverHealth's Marley Wagner has laid out a staged coaching roadmap for customer success managers (CSMs): build coaching habits in the first 30-60 days, then shift to a team-wide coaching culture, with six months as the checkpoint for results.