Customer Health Scoring (v2)

Health score is computed weekly. CSMs review the dashboard every Monday.

Score components (100 total)

• Usage (40 pts): WAU/seat ratio, feature adoption depth, integration count.
• Engagement (20 pts): Last QBR date, Slack response rate, NPS trend.
• Renewal signal (20 pts): Days to renewal, executive sponsor change, expansion conversations.
• Support load (20 pts): Open ticket count, escalations in last 30 days.

Color codes

• Green (80+): Renew, expand. Pursue case study + reference call ask.
• Yellow (60–79): Active CSM intervention. Schedule check-in within 14 days.
• Red (< 60): All-hands. Loop in VP CS + AE. Build save plan.

Save play (Red accounts)

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

Cross-reference

• Renewal forecast accuracy is tracked in #cs-forecast.
• Expansion plays live in the AE/CSM joint playbook (Notion).