account-health

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. **