Skillforge
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customer-success
updated 1mo ago
1 fact
1 source

scoring-customer-health

Computes a customer health score across usage, engagement, renewal signals, and support load, and decides which save-play tier (green/yellow/red) applies. Use during weekly CSM dashboard reviews, before QBRs, or when a CSM needs to triage a churning account.

skills/scoring-customer-health/SKILL.md

---
name: scoring-customer-health
description: Computes a customer health score across usage, engagement, renewal signals, and support load, and decides which save-play tier (green/yellow/red) applies. Use during weekly CSM dashboard reviews, before QBRs, or when a CSM needs to triage a churning account.
---

Scoring Customer Health

Health = Usage (40) + Engagement (20) + Renewal signal (20) + Support load (20). Reviewed weekly Monday morning.

Tiers

  • Green (80+): Pursue case study + reference call ask.
  • Yellow (60–79): Schedule check-in within 14 days.
  • Red (< 60): All-hands save plan with VP CS + AE.

Save play (Red)

  1. Within 48 hours: schedule exec sponsor call.
  2. Within 1 week: present findings + commitment plan.
  3. Hold weekly check-ins for 6 weeks min.
  4. If no improvement after 6 weeks: route to managed offboarding.

Source

CSM Operating Manual — Notion (Sarah Chen).