Customer Health Scoring

Multi-signal health scores that predict churn 60 days early

20 minutesManual: 4-6 hours

Builds a customer health score by combining product usage, support ticket trends, NPS data, stakeholder engagement, and contract timeline. Flags at-risk accounts before they go dark and identifies expansion-ready accounts based on usage patterns.

Workflow Steps

1

Data Aggregation

/excel-work

Pull usage metrics, support data, NPS scores, and engagement history

2

Signal Weighting

/synthesize-knowledge

Weight signals based on correlation with historical churn and expansion

3

Score Calculation

/excel-work

Calculate composite score with trend direction (improving/declining)

4

Action Triggers

/deep-planning

Define automated actions at each score threshold

5

Dashboard Spec

/produce-content

Health dashboard design with drill-down to signal-level detail

Example

Health scoring for 120 accounts. The model combines 6 signals, flags 8 accounts as at-risk (declining usage + open escalations + no exec engagement in 90 days), identifies 15 expansion candidates (feature adoption above plan tier), and sets automated CSM alerts at score transitions.

Related Workflows

QBR Preparation

Complete QBR deck with usage data, ROI proof, and expansion plan

15 minutes

Churn Prevention Playbook

At-risk account rescue with tailored intervention sequences

12 minutes

Expansion Playbook

Identify and execute upsell/cross-sell from usage signals

10 minutes

Deep Dives

Claude Code for GTM

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Built and maintained by Victor Sowers at STEEPWORKS