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Walk 4–6 weeks
Implement Health Scoring
Build a composite health score that predicts retention risk and guides CSM prioritization.
Why This Matters
At the walk stage, your team has enough customers and data to move beyond gut-feel risk assessment. A health score synthesizes product usage, engagement signals, and support patterns into a single actionable indicator. Without it, CSMs waste time on accounts that are fine and miss accounts that are silently churning.
Action Plan
- 01 Identify 5–7 leading indicators of churn from your data: login frequency, feature adoption, support ticket volume, stakeholder engagement, NPS/CSAT, contract utilization
- 02 Weight each indicator based on its historical correlation with churn (start with hypothesis, refine with data)
- 03 Define scoring bands: Healthy (green), At-Risk (yellow), Critical (red) with clear thresholds
- 04 Build the score calculation — start in a spreadsheet, then automate in your CS platform or CRM
- 05 Create action protocols for each band: green = nurture cadence, yellow = intervention within 48 hours, red = executive escalation within 24 hours
- 06 Train CSMs on interpreting and acting on health scores — the score is only valuable if it changes behavior
- 07 Review score accuracy quarterly: compare predicted risk to actual outcomes and recalibrate weights
Metrics to Watch
Common Pitfalls
- Using too many inputs in v1 — start with 5–7 signals you can actually measure reliably
- Making the score a vanity metric that nobody acts on — tie it to specific CSM workflows and escalation paths
- Not recalibrating — a health score built on 6-month-old assumptions becomes less accurate over time