Account Health Scoring

Evaluate customer account health through multi-dimensional analysis to predict retention, identify expansion opportunities, and prevent churn.

When to Use This Skill

Monthly/quarterly account reviews
Building customer health dashboards
Prioritizing CSM attention
Identifying expansion opportunities
Churn risk assessment

Methodology Foundation

Based on Gainsight Customer Health methodology and Lincoln Murphy's Customer Success principles, combining:

Product adoption metrics
Support/sentiment signals
Financial health (payments, expansion)
Relationship strength (engagement)

What Claude Does vs What You Decide

| Claude Does | You Decide | |-------------|------------| | Designs health score framework | Weight of each factor | | Calculates composite scores | Threshold for intervention | | Identifies risk signals | Resource allocation | | Suggests actions by score | Escalation decisions | | Tracks trend direction | Account save vs. let go |

What This Skill Does

Framework design - Multi-factor health scoring model
Score calculation - Weighted composite health score
Risk identification - Early warning signals
Trend analysis - Health trajectory over time
Action recommendations - Interventions by health status

How to Use

Assess health for this account:

Account: [Company Name]
Contract: $[ARR], [Renewal Date]
Tenure: [Months as customer]

Product Usage:
- Daily active users: X / Y licensed
- Feature adoption: X% of features used
- Login frequency: [Daily/Weekly/Monthly]
- Last login: [Date]

Support:
- Tickets this quarter: X
- CSAT score: X/5
- Open escalations: X
- Last interaction sentiment: [Positive/Neutral/Negative]

Financial:
- Payment status: [Current/Late/At Risk]
- Expansion conversations: [Yes/No]
- Contract modifications: [None/Downgrade/Upgrade]

Relationship:
- Executive sponsor: [Active/Passive/Gone]
- Champion status: [Strong/Weak/Churned]
- NPS score: X
- QBR attendance: [Regular/Sporadic/None]

Instructions

Step 1: Define Health Dimensions (4 Pillars)

| Dimension | Weight | What It Measures | |-----------|--------|------------------| | Product | 30% | Are they using the product? | | Support | 20% | Are they happy with service? | | Financial | 25% | Are they paying and growing? | | Relationship | 25% | Do we have strong contacts? |

Step 2: Score Each Dimension (0-100)

Product Health (30%): | Metric | Score | |--------|-------| | DAU/MAU > 70% | +30 | | DAU/MAU 50-70% | +20 | | DAU/MAU 30-50% | +10 | | DAU/MAU < 30% | +0 | | Feature adoption > 60% | +25 | | Feature adoption 40-60% | +15 | | Feature adoption < 40% | +5 | | No login 7+ days | -20 | | No login 30+ days | -40 | | Usage trending up | +15 | | Usage trending down | -15 |

Support Health (20%): | Metric | Score | |--------|-------| | CSAT > 4.5 | +30 | | CSAT 4.0-4.5 | +20 | | CSAT 3.5-4.0 | +10 | | CSAT < 3.5 | +0 | | No escalations | +25 | | Resolved escalations | +15 | | Open escalations | -20 | | Negative sentiment | -25 | | Tickets trending down | +10 | | Tickets trending up | -10 |

Financial Health (25%): | Metric | Score | |--------|-------| | Payment current | +30 | | Payment 30 days late | +10 | | Payment 60+ days late | -20 | | Expansion discussion | +20 | | Upgrade completed | +30 | | Downgrade risk | -30 | | Multi-year contract | +20 | | Month-to-month | -10 |

Relationship Health (25%): | Metric | Score | |--------|-------| | Exec sponsor active | +30 | | Champion engaged | +25 | | NPS Promoter (9-10) | +25 | | NPS Passive (7-8) | +10 | | NPS Detractor (0-6) | -20 | | Regular QBR attendance | +20 | | No QBR in 6 months | -15 | | Champion left company | -30 |

Step 3: Calculate Composite Score

Health Score = (Product × 0.30) + (Support × 0.20) +
               (Financial × 0.25) + (Relationship × 0.25)

Step 4: Assign Health Status

| Score | Status | Color | Action | |-------|--------|-------|--------| | 80-100 | Healthy | 🟢 Green | Expand, get referrals | | 60-79 | Monitor | 🟡 Yellow | Proactive engagement | | 40-59 | At Risk | 🟠 Orange | Intervention required | | 0-39 | Critical | 🔴 Red | Executive escalation |

Step 5: Identify Trend Direction

| Pattern | Signal | Action | |---------|--------|--------| | ↗️ Improving | Score up 10+ points | Continue current approach | | → Stable | Score within 5 points | Monitor for changes | | ↘️ Declining | Score down 10+ points | Immediate intervention |

Examples

Example 1: Healthy Account

Input:

Account: TechCorp Solutions
Contract: $120K ARR, Renewal: Sep 2026
Tenure: 24 months

Product Usage:
- DAU: 85 / 100 licensed (85%)
- Feature adoption: 72%
- Login frequency: Daily
- Last login: Today

Support:
- Tickets this quarter: 3 (minor issues)
- CSAT: 4.8/5
- Open escalations: 0
- Last interaction: Positive

Financial:
- Payment: Current
- Expansion: Discussing 20 more seats
- Contract: 2-year renewal signed

Relationship:
- Exec sponsor: CTO actively engaged
- Champion: VP Eng, very strong
- NPS: 9
- QBR: Quarterly, well-attended

Output:

## Account Health: TechCorp Solutions

### Overall Score: 92/100 🟢 HEALTHY

### Dimension Scores

| Dimension | Score | Weight | Weighted |
|-----------|-------|--------|----------|
| Product | 95 | 30% | 28.5 |
| Support | 90 | 20% | 18.0 |
| Financial | 95 | 25% | 23.8 |
| Relationship | 90 | 25% | 22.5 |
| **Total** | | | **92.8** |

### Score Breakdown

**Product Health: 95/100** ✅
- DAU/MAU at 85% (+30)
- Feature adoption 72% (+25)
- Daily logins (+20)
- Usage trending stable (+10)
- No concerning signals

**Support Health: 90/100** ✅
- CSAT 4.8 (+30)
- Only 3 minor tickets (+25)
- No escalations (+25)
- Positive sentiment (+10)

**Financial Health: 95/100** ✅
- Payment current (+30)
- Expansion in discussion (+20)
- Multi-year renewal signed (+30)
- No downgrade signals (+15)

**Relationship Health: 90/100** ✅
- CTO actively engaged (+30)
- Strong VP Eng champion (+25)
- NPS 9 (Promoter) (+25)
- Regular QBRs (+20)
- Slight gap: Could add more contacts (-10)

### Trend: → Stable (High)

### Recommended Actions

**Expansion Focus:**
1. Close the 20-seat expansion discussion
2. Introduce new product features for upsell
3. Request case study/testimonial

**Relationship Deepening:**
1. Add 1-2 more stakeholder relationships
2. Invite to customer advisory board
3. Offer early access to beta features

**Risk Mitigation:**
- Champion VP Eng is critical - ensure backup contact
- Document success metrics for renewal proof points

Example 2: At-Risk Account

Input:

Account: RetailMax Inc
Contract: $85K ARR, Renewal: Apr 2026 (3 months)
Tenure: 18 months

Product Usage:
- DAU: 12 / 50 licensed (24%)
- Feature adoption: 35%
- Login frequency: Weekly
- Last login: 8 days ago

Support:
- Tickets this quarter: 12 (several complaints)
- CSAT: 3.2/5
- Open escalations: 2
- Last interaction: Negative (product complaints)

Financial:
- Payment: 15 days late
- Expansion: No discussions
- Contract: Mentioned budget cuts

Relationship:
- Exec sponsor: CFO, never met
- Champion: Original champion left 2 months ago
- NPS: 5 (Detractor)
- QBR: Skipped last 2

Output:

## Account Health: RetailMax Inc

### Overall Score: 31/100 🔴 CRITICAL

⚠️ **IMMEDIATE ATTENTION REQUIRED**
Renewal in 3 months with multiple critical risk factors.

### Dimension Scores

| Dimension | Score | Weight | Weighted |
|-----------|-------|--------|----------|
| Product | 20 | 30% | 6.0 |
| Support | 25 | 20% | 5.0 |
| Financial | 30 | 25% | 7.5 |
| Relationship | 20 | 25% | 5.0 |
| **Total** | | | **31** |

### Critical Risk Factors 🚨

1. **🔴 Champion Churned** (-30)
   - Original champion left 2 months ago
   - No replacement identified
   - Institutional knowledge lost

2. **🔴 Low Adoption** (24% DAU)
   - Only 12 of 50 users active
   - Indicates low perceived value
   - Hard to justify renewal

3. **🔴 NPS Detractor** (5)
   - Actively unhappy
   - May influence other buyers
   - Requires executive intervention

4. **🟠 Open Escalations** (2)
   - Unresolved issues damaging trust
   - Need immediate resolution

5. **🟠 Payment Late**
   - Could signal budget issues
   - "Budget cuts" mentioned

### Trend: ↘️ Declining

Score dropped ~25 points since champion departure.

### Save Plan: 90-Day Sprint

**Week 1: Triage**
- [ ] Resolve both open escalations
- [ ] CSM call with current users to assess sentiment
- [ ] Identify new potential champion
- [ ] Check payment status/AR outreach

**Week 2-4: Stabilize**
- [ ] Executive sponsor meeting (your VP + their CFO)
- [ ] Onboard new champion
- [ ] Re-training for low-adoption users
- [ ] Document 3 value proof points

**Week 5-8: Rebuild**
- [ ] Adoption bootcamp for inactive users
- [ ] Success planning session
- [ ] Get CSAT above 4.0
- [ ] Monthly check-ins scheduled

**Week 9-12: Renewal**
- [ ] QBR with full stakeholder group
- [ ] Renewal proposal with options
- [ ] Right-size if needed (reduce seats)
- [ ] Multi-year incentive if healthy

### If Save Fails
- Prepare for graceful offboarding
- Document learnings for post-mortem
- Maintain relationship for potential return
- Collect exit feedback

### Success Probability: 40%
Without new champion, save is difficult.

Skill Boundaries

What This Skill Does Well

Structured health assessment framework
Multi-factor scoring with clear logic
Risk identification and prioritization
Action recommendations by health tier

What This Skill Cannot Do

Access actual product usage data
Predict specific churn timing
Know internal customer politics
Replace CSM relationship judgment

When to Escalate to Human

Accounts with complex multi-product relationships
Strategic accounts with executive relationships
Accounts involving legal or contractual disputes
Save decisions requiring investment approval

Iteration Guide

Follow-up Prompts

"What's the #1 action to improve this score by 20 points?"
"Compare health scores for my top 10 accounts."
"Build a 30-60-90 day save plan for this account."
"What early warning signals should I watch for?"

Continuous Monitoring

Score all accounts monthly
Alert on 10+ point drops
Segment by health tier
Track save success rates
Refine weights based on churn correlation

Checklists & Templates

Monthly Health Review Checklist

[ ] Pull usage data for all accounts
[ ] Update support sentiment scores
[ ] Check payment status
[ ] Review relationship changes
[ ] Calculate health scores
[ ] Triage critical accounts

Health Score Template

## Account: [Name] | Score: X/100 [Emoji]

**Contract**: $X ARR | Renewal: [Date] | Tenure: X months

### Scores
| Dimension | Score | Key Factor |
|-----------|-------|------------|
| Product | /100 | |
| Support | /100 | |
| Financial | /100 | |
| Relationship | /100 | |

### Top Risks
1.
2.

### Actions This Month
1.
2.

References

Gainsight Customer Health Best Practices
Lincoln Murphy's Customer Success Metrics
ChurnZero Customer Health Framework
Totango Customer Health Scoring

Related Skills

churn-prediction - Deeper churn analysis
qbr-preparation - Health-informed QBR prep
expansion-signals - Identify growth opportunities

Skill Metadata

Domain: RevOps
Complexity: Intermediate
Mode: centaur
Time to Value: 20-30 min per account
Prerequisites: Usage data, support history, relationship context