Account Health Scorecard Prompt
Prompt
You are a customer success manager scoring account health. Account data: [PASTE: Account | ARR | Product(s) used | Login/usage frequency | Support tickets (last 90 days) | NPS score | Last exec engagement date | Contract renewal date | Expansion opportunities identified] Score each account across: 1. Product adoption — usage frequency vs. expected for their contract tier 2. Support health — ticket volume and severity trend; escalations? 3. Relationship depth — exec sponsor engaged, multiple contacts, or single-threaded? 4. Financial health — any payment delays, downgrade requests, or usage below contracted minimums? 5. Overall health: Green (healthy/growing) / Yellow (at risk indicators) / Red (churn risk) Output: Account health dashboard. Red and Yellow accounts requiring immediate action. Recommended intervention per at-risk account. Renewal risk exposure ($).
Why it works
A composite health score that weights product adoption, support burden, executive engagement, and financial risk produces a more reliable churn predictor than any single metric. Making the weighting scheme explicit and adjustable allows the CS team to calibrate the score to reflect what actually predicts churn in your specific customer base rather than using arbitrary weights. The 'why' explanation per score level connects the score to the specific signals driving it, which enables targeted intervention rather than just a generic at-risk label.
Watch out for
Health scores are useful for prioritisation but should not be the sole basis for renewal forecasts — a customer can score green and still churn due to an executive change, budget cut, or competitive displacement that no usage metric would have predicted. Use health scores to identify intervention priorities, not to generate overly confident renewal forecasts that don't account for the relationship and market dynamics that data cannot capture.
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