Who I Am
I'm Kevin Kim, a Customer Retention and Health Scoring Analyst at Rework. Over 5+ years, I've focused on the data side of customer success, building the models and dashboards that tell you which accounts are thriving and which are about to churn.
I built Rework's customer health scoring framework from scratch. The model predicts churn risk with 85%+ accuracy by combining product usage signals, support ticket patterns, and engagement data. It's helped our CS team reduce net revenue churn by 25% year-over-year.
What I Write About
I write about data-driven customer success:
- Customer health scoring models and early warning systems
- Churn analysis frameworks and leading indicators
- Retention strategies backed by usage data
- CS metrics and dashboards that leadership actually reads
- NRR optimization and expansion revenue forecasting
I write for CS leaders and RevOps teams who want to move beyond gut-feel account management. My articles include the formulas, thresholds, and data models I've built in production.
Connect With Me
I'm a Gainsight certified practitioner and actively contribute to the customer success analytics community.