Health Score Monitor

Build systematic customer health monitoring with composite scores, trend tracking, and automated alerting for proactive customer success.

When to Use This Skill

Designing health score frameworks
Setting up monitoring dashboards
Creating alert thresholds
Analyzing health trends across portfolio
Optimizing existing health models

Methodology Foundation

Based on Gainsight Health Score Design and Totango Customer Success metrics, focusing on:

Multi-dimensional scoring
Leading vs lagging indicators
Score normalization
Trend analysis
Alert prioritization

What Claude Does vs What You Decide

| Claude Does | You Decide | |-------------|------------| | Designs scoring framework | Dimension weights | | Calculates composite scores | Alert thresholds | | Identifies trending patterns | Intervention triggers | | Suggests monitoring cadence | Resource allocation | | Recommends improvements | Business rule exceptions |

What This Skill Does

Framework design - Multi-factor health model
Score calculation - Weighted composite scores
Trend analysis - Direction and velocity
Alert rules - When to notify teams
Portfolio view - Aggregate health visibility

How to Use

Design a health score monitor for my customer portfolio:

Business Context:
- Product type: [SaaS/Platform/Service]
- Contract model: [Annual/Monthly/Multi-year]
- Key value metric: [What shows customer success?]
- CSM:Account ratio: [1:X]

Available Data Points:
- Product: [List usage metrics available]
- Support: [List support metrics available]
- Financial: [List financial signals]
- Relationship: [List engagement data]

Current Challenges:
- [What's not working with current approach?]

Instructions

Step 1: Define Health Dimensions

Standard 4-Pillar Model:

| Dimension | Weight | What It Answers | |-----------|--------|-----------------| | Product | 30-40% | Are they using it? | | Support | 15-25% | Are they happy? | | Financial | 20-25% | Are they paying/growing? | | Relationship | 20-25% | Are we connected? |

Adjust weights based on your business:

High-touch: Increase Relationship
Usage-based pricing: Increase Product
Support-intensive: Increase Support

Step 2: Select Metrics per Dimension

Product Health Metrics: | Metric | Type | Scoring | |--------|------|---------| | DAU/MAU | Leading | % of benchmark | | Feature adoption | Leading | % features used | | Time in product | Leading | Minutes vs avg | | Key feature usage | Leading | Yes/No or frequency | | Usage trend | Leading | Up/Flat/Down |

Support Health Metrics: | Metric | Type | Scoring | |--------|------|---------| | CSAT score | Lagging | 1-5 scale | | Ticket volume | Leading | vs baseline | | Escalations | Leading | Count (negative) | | Response sentiment | Leading | Positive/Neutral/Negative | | Time to resolution | Lagging | vs SLA |

Financial Health Metrics: | Metric | Type | Scoring | |--------|------|---------| | Payment status | Lagging | Current/Late | | Expansion | Leading | Pipeline/Discussion | | Contract type | Lagging | Multi-year bonus | | Renewal date | Context | Days remaining | | ARR trend | Lagging | Growth/Flat/Decline |

Relationship Health Metrics: | Metric | Type | Scoring | |--------|------|---------| | Champion engaged | Leading | Active/Passive/None | | Exec sponsor | Leading | Yes/No | | NPS/CSAT | Lagging | Score | | QBR attendance | Leading | Regular/Sporadic/None | | Last touch | Leading | Days since contact |

Step 3: Create Scoring Rules

Example Scoring Matrix:

Product Score (0-100):
+30: DAU/MAU > 70%
+20: DAU/MAU 50-70%
+10: DAU/MAU 30-50%
+0:  DAU/MAU < 30%

+25: Feature adoption > 60%
+15: Feature adoption 40-60%
+5:  Feature adoption < 40%

+20: Usage trending up
+10: Usage stable
-10: Usage trending down

+15: Key feature used weekly
+5:  Key feature used monthly
-10: Key feature abandoned

Max: 100 (or normalize)

Step 4: Set Alert Thresholds

| Condition | Alert Level | Action | |-----------|-------------|--------| | Score drops >15 pts | 🔴 Critical | Immediate CSM review | | Score below 40 | 🟠 High | Intervention required | | Score 40-60 | 🟡 Medium | Proactive outreach | | Renewal <60 days + <60 score | 🔴 Critical | Save plan | | Usage drop >30% WoW | 🟡 Medium | Check-in call |

Step 5: Define Monitoring Cadence

| Activity | Frequency | Owner | |----------|-----------|-------| | Score refresh | Daily/Weekly | Automated | | Alert review | Daily | CSM | | Portfolio review | Weekly | CS Manager | | Model calibration | Quarterly | CS Ops |

Examples

Example 1: SaaS Health Score Design

Input:

Design health score for our B2B SaaS platform:

Business Context:
- Product: Project management software
- Contract: Annual, avg $50K
- Value metric: Projects completed, team adoption
- CSM ratio: 1:40

Available Data:
- Product: Logins, projects created, tasks completed, integrations used
- Support: Zendesk tickets, CSAT, NPS
- Financial: ARR, payment status, expansion pipeline
- Relationship: Meeting attendance, email engagement

Challenges:
- Too many "yellow" accounts, can't prioritize
- Alerts are noisy, CSMs ignoring them

Output:

## Health Score Framework: Project Management SaaS

### Design Principles

Given 1:40 ratio and "alert fatigue" issue:
1. **Prioritize leading indicators** - Catch issues early
2. **Reduce noise** - Tighter alert thresholds
3. **Enable triage** - Clear Red/Yellow/Green actions

---

### Scoring Model

#### Dimension Weights
| Dimension | Weight | Rationale |
|-----------|--------|-----------|
| Product | 40% | Usage = value realization |
| Support | 15% | Lower touch model |
| Financial | 25% | Contract health critical |
| Relationship | 20% | Moderate touch needed |

---

#### Product Score (40 points max)

| Metric | Criteria | Points |
|--------|----------|--------|
| **Weekly Active Users** | | |
| | >70% of seats | 12 |
| | 50-70% | 8 |
| | 30-50% | 4 |
| | <30% | 0 |
| **Projects Created (monthly)** | | |
| | >5 per user | 10 |
| | 2-5 per user | 6 |
| | <2 per user | 2 |
| **Tasks Completed** | | |
| | >80% completion rate | 8 |
| | 50-80% | 5 |
| | <50% | 0 |
| **Integrations** | | |
| | 2+ active | 6 |
| | 1 active | 3 |
| | None | 0 |
| **Usage Trend** | | |
| | Increasing | 4 |
| | Stable | 2 |
| | Declining | -4 |

---

#### Support Score (15 points max)

| Metric | Criteria | Points |
|--------|----------|--------|
| **CSAT** | | |
| | >4.5 | 6 |
| | 4.0-4.5 | 4 |
| | 3.5-4.0 | 2 |
| | <3.5 | 0 |
| **Ticket Volume** | | |
| | Below baseline | 5 |
| | At baseline | 3 |
| | 2x+ baseline | 0 |
| **Escalations** | | |
| | None (90 days) | 4 |
| | Resolved | 2 |
| | Open | -4 |

---

#### Financial Score (25 points max)

| Metric | Criteria | Points |
|--------|----------|--------|
| **Payment Status** | | |
| | Current | 10 |
| | 30 days late | 5 |
| | 60+ days | 0 |
| **Expansion** | | |
| | Closed this year | 8 |
| | In discussion | 5 |
| | No opportunity | 2 |
| **Contract Type** | | |
| | Multi-year | 7 |
| | Annual | 4 |
| | Month-to-month | 0 |

---

#### Relationship Score (20 points max)

| Metric | Criteria | Points |
|--------|----------|--------|
| **Champion Status** | | |
| | Active advocate | 8 |
| | Engaged | 5 |
| | Passive | 2 |
| | Gone/None | 0 |
| **NPS** | | |
| | 9-10 (Promoter) | 6 |
| | 7-8 (Passive) | 4 |
| | 0-6 (Detractor) | 0 |
| **Last Touch** | | |
| | <30 days | 6 |
| | 30-60 days | 4 |
| | 60-90 days | 2 |
| | >90 days | 0 |

---

### Health Bands

| Score | Status | Count Target | CSM Action |
|-------|--------|--------------|------------|
| 80-100 | 🟢 Healthy | 60% | Quarterly touch, expansion |
| 60-79 | 🟡 Monitor | 25% | Monthly touch, watch trends |
| 40-59 | 🟠 At Risk | 12% | Bi-weekly, intervention plan |
| 0-39 | 🔴 Critical | 3% | Weekly, executive escalation |

**Target Distribution** at 1:40 ratio:
- 24 Healthy (quarterly = 8 touches/month)
- 10 Monitor (monthly = 10 touches)
- 5 At Risk (bi-weekly = 10 touches)
- 1 Critical (weekly = 4 touches)
- **Total: 32 touch points/month** (manageable)

---

### Alert Rules (Noise Reduction)

**Only Alert When:**

| Alert | Condition | Frequency |
|-------|-----------|-----------|
| 🔴 Critical New | Score drops below 40 | Immediate |
| 🔴 Renewal Risk | Score <60 AND renewal <60 days | Immediate |
| 🟠 Score Drop | Drops >15 points in 7 days | Daily digest |
| 🟡 Watch | Usage down >30% WoW | Weekly digest |

**Suppress Alerts For:**
- Accounts <30 days old (onboarding)
- Accounts in active implementation
- Known seasonal low periods
- Manual "snooze" by CSM

---

### Dashboard Views

**Portfolio Summary:**

┌─────────────────────────────────────┐ │ My Portfolio: 40 accounts │ ├─────────────────────────────────────┤ │ 🟢 24 (60%) │ 🟡 10 (25%) │ │ 🟠 5 (12%) │ 🔴 1 (3%) │ ├─────────────────────────────────────┤ │ ⚠️ 3 accounts dropped this week │ │ 📈 5 accounts improved │ └─────────────────────────────────────┘


**Account Drill-Down:**

┌─────────────────────────────────────┐ │ Account: TechCorp | Score: 62 🟡 │ ├─────────────────────────────────────┤ │ Product: 28/40 ████████░░ │ │ Support: 12/15 █████████░ │ │ Financial: 14/25 ██████░░░░ │ │ Relationship: 8/20 ████░░░░░░ │ ├─────────────────────────────────────┤ │ Trend: ↘️ -8 pts (30 days) │ │ Renewal: 90 days │ │ Action: Schedule check-in │ └─────────────────────────────────────┘

Example 2: Health Trend Analysis