Cs Health Scorecard

Customer Health Scorecard Skill

Produce a structured, data-driven health scorecard for a customer account — giving the CSM and leadership a clear view of renewal risk, expansion potential, and the actions needed to move the account in the right direction.

Required Inputs

Ask for these if not already provided:

• Account name and tier (enterprise / mid-market / SMB)
• Contract value (ARR) and renewal date
• Product usage data — logins, DAU/MAU ratio, key feature adoption
• Support data — open tickets, CSAT or NPS score, recent escalations
• Engagement data — last QBR date, executive sponsor status, champion name
• Commercial data — payment history, expansion conversations, seats used vs. licensed
• Any known risks or recent changes at the account

Scoring Framework

Score each dimension 1–5. Weight as shown. Calculate weighted total out of 100.

Score → RAG conversion:

• 80–100: Green (healthy, renew likely)
• 60–79: Amber (at risk, needs attention)
• 0–59: Red (high churn risk, escalate)

Output Format

Customer Health Scorecard: [Account Name]

CSM: [Name] | Tier: [Enterprise / Mid-Market / SMB] ARR: £/$/€[X] | Renewal date: [Date] | Days to renewal: [N] Overall health: [Green / Amber / Red] — [Score]/100 Last updated: [Date]

Health Score Summary

Dimension Detail

Product Adoption — [Score]/5

• DAU/MAU ratio: [X]% (benchmark: >25% = healthy)
• Key features adopted: [List features in use]
• Features not adopted: [List unused high-value features]
• Power users identified: [Yes / No — how many]
• Assessment: [1–2 sentences on adoption health]

Engagement — [Score]/5

• Last QBR: [Date] — [Outcome summary]
• Next QBR: [Scheduled / Overdue]
• Executive sponsor: [Active / Passive / Vacant]
• Champion: [Name, role, strength: strong / moderate / weak]
• Assessment: [1–2 sentences]

Outcomes — [Score]/5

• Customer's stated goals: [List 2–3 goals from onboarding or last QBR]
• Progress against goals: [On track / Partial / Off track]
• Evidence of value: [Metric or quote that demonstrates ROI]
• Assessment: [1–2 sentences]

Support Health — [Score]/5

• Open tickets: [N] (priority breakdown: P1: X, P2: X, P3: X)
• CSAT / NPS: [Score] (benchmark: >8 CSAT / >30 NPS = healthy)
• Unresolved escalations: [Yes / No — details if yes]
• Ticket trend (last 90 days): Increasing / Stable / Decreasing
• Assessment: [1–2 sentences]

Commercial — [Score]/5

• Seats licensed: [N] | Seats active: [N] ([X]% utilisation)
• Payment history: [On time / Late — details]
• Expansion signals: [Yes — describe / No]
• Downgrade or cancellation signals: [Yes — describe / No]
• Assessment: [1–2 sentences]

Top Risks

Recommended Actions

Immediate (this week):

1. [Action — owner — deadline]

This month:

1. [Action — owner — deadline]

Before renewal:

1. [Action — owner — deadline]

Renewal Forecast

Recommended renewal play: [Expand / Hold / Save / Manage out]

Quality Checks

• Score is based on data, not gut feel — each dimension has evidence
• Risks are specific (not "low engagement" — something like "executive sponsor left in March, no replacement identified")
• Actions have owners and deadlines
• Renewal probability is calibrated against pipeline reality
• Trend arrows reflect direction of change vs. last scorecard, not just current state

Anti-Patterns

• Do not score health dimensions on gut feel — every score needs specific supporting evidence
• Do not give a Green status to accounts with unresolved P1 issues or missed milestones
• Do not list risks vaguely — "low engagement" without specifics is not actionable
• Do not leave recommended actions without named owners and deadlines
• Do not conflate product usage frequency with product value delivery