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

1. Framework design - Multi-factor health scoring model
2. Score calculation - Weighted composite health score
3. Risk identification - Early warning signals
4. Trend analysis - Health trajectory over time
5. 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

1. Score all accounts monthly
2. Alert on 10+ point drops
3. Segment by health tier
4. Track save success rates
5. 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