Monitoring the customer's health is important from a Customer Success perspective because it provides the opportunity to proactively address any changes in the customer's experience or interactions with the solution.
This proactive approach can lead to improved customer satisfaction and successful solution adoption.

When a customer's usage is in decline, it is important to assess whether the solution still aligns with their desired outcomes and to review the implementation plan to ensure it is being executed effectively. This approach helps identify any gaps between the solution's capabilities and the customer's needs, as well as any issues in the implementation process that may be causing the decline in usage. References: Cisco Customer Success Manager documentation emphasizes the importance of aligning solutions with customer outcomes and regularly reviewing implementation plans to ensure success.

A Customer Success Manager would work with a Technical Engineer to overcome a technical solution adoption barrier encountered by a customer. Technical Engineers have the expertise to address technical challenges and can provide the necessary support to resolve issues that hinder adoption5

The primary source of information about a customer's current adoption barriers should be the customer's strategic goals. Understanding these goals helps identify where the solution may not be meeting the customer's needs, which can lead to adoption barriers