Customer Health Score Model Template

Health score purpose, inputs with scoring rules, weights, worked example, bands, playbooks per band, overrides, back-test validation

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Cách dùng: Use it when you want one explainable weekly signal of which accounts need a proactive conversation. Fill the inputs and scoring rules first, using only data you can refresh automatically. The main pitfall is treating the score as truth instead of validating it against past renewals and allowing documented overrides.

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Customer Health Score Model: [Product or customer segment]

A customer health score model that turns a few observable signals (product usage, adoption breadth, support experience, relationship and commercial standing) into one weighted score per account, with bands and the playbook each band triggers. Based on common customer success practice; no formal standard governs health scoring. Replace every [bracketed] value and every row marked Example.

Document control

Field	Value
Document ID	[CS-HSM-001]
Version	[1.0]
Status	[Draft / Approved / Retired]
Owner	[@head-of-customer-success]
Reviewers	[@revenue-operations], [@product-analytics], [@support-lead]
Segment covered	[For example, mid-market accounts on annual contracts]
Data refresh	[Weekly, every Monday 06:00 UTC]
Last updated	YYYY-MM-DD
Next validation	YYYY-MM-DD
Classification	[Internal]

Revision history

Version	Date	Author	Change
1.0 (Example)	2026-10-30	Head of customer success	First model, five inputs, three bands

1. Purpose and scope

The health score answers one question: which accounts need a proactive conversation this week, and what kind? It supports:

prioritising the customer success manager (CSM) workload;
early warning ahead of renewal (feeds the renewal risk review);
a shared, explainable view of account status in [CRM name].

Out of scope: compensation, pricing decisions and any automated action that affects the customer without a human review.

Item	Value
Accounts in scope	[All accounts with an active subscription in segment X]
Excluded	[Accounts in their first 30 days; trials; partners]
Score range	0 to 100
Bands	Green, Amber, Red (section 4)

2. Inputs

ID	Input	Definition	Source	Refresh	Scoring rule (0 to 100)
HS-IN-01 (Example)	Product usage	Weekly active users divided by licensed seats, 4-week average	Product analytics	Weekly	0% maps to 0, 80% or more maps to 100, linear between
HS-IN-02 (Example)	Adoption breadth	Share of the [5] core features used at least once in 30 days	Product analytics	Weekly	20 points per core feature used
HS-IN-03 (Example)	Support experience	Open high-severity tickets and satisfaction with handling	Support desk	Daily	Start at 100, minus 25 per open P1 or P2 ticket, minus 10 per low CSAT response in 90 days, floor 0
HS-IN-04 (Example)	Relationship	Executive sponsor named and met in last 90 days, champion active	CRM, CSM entry	Monthly	Sponsor met 50, champion active 50
HS-IN-05 (Example)	Commercial	Invoices paid on time, no open dispute, contract not in downgrade	Billing, CRM	Weekly	100 if all true, minus 40 per failed condition, floor 0
HS-IN-[NN]	[Input]	[Definition]	[Source]	[Rate]	[Rule]

Data quality rules:

Missing data is shown as missing, never silently scored as 0 or 100. If more than one input is missing, the account shows "Insufficient data" instead of a band.
Inputs entered by hand (HS-IN-04) carry the date of the last update; an entry older than 90 days counts as missing.

3. Weights and calculation

Health score = sum of (input score x weight) / 100.

Input	Weight (Example)
HS-IN-01 Product usage	35
HS-IN-02 Adoption breadth	20
HS-IN-03 Support experience	15
HS-IN-04 Relationship	15
HS-IN-05 Commercial	15
Total	100

3.1 Worked example

Example: fictional account Pellingham Tooling.

Input	Score	Weight	Contribution
Product usage	62	35	21.70
Adoption breadth	40	20	8.00
Support experience	80	15	12.00
Relationship	50	15	7.50
Commercial	100	15	15.00
Health score			64.20 (Amber)

The two weakest contributions, adoption breadth and relationship, tell the CSM where to start: a feature adoption session and a meeting with the sponsor.

4. Bands and thresholds

Band	Score (Example)	Meaning	Review cadence
Green	75 to 100	Healthy; look for expansion and advocacy	Monthly
Amber	50 to 74.9	At risk of drifting; act on the weakest input	Every two weeks
Red	0 to 49.9	Likely to churn or downgrade without action	Weekly, in the risk review

A drop of [15] points or more in 30 days triggers a review whatever the band, because the trend often matters more than the level.

5. Playbooks per band

5.1 Actions

ID	Band or trigger	First action and timing	Owner	Exit condition
PB-G-01 (Example)	Green	Ask for a reference or case study; review expansion fit	CSM	Next quarterly review
PB-A-01 (Example)	Amber, low usage	Usage review call within 10 working days; re-train key users	CSM	Usage input at 70 or more for 4 weeks
PB-A-02 (Example)	Amber, low relationship	Sponsor meeting within 30 days; refresh the success plan	CSM, account executive	Sponsor met, plan signed off
PB-R-01 (Example)	Red	Open a renewal risk plan within 5 working days; manager review	CSM, CS manager	Score at 50 or more for 4 weeks, or renewal decided
PB-T-01 (Example)	Drop of 15 or more points	Find the cause within 5 working days and log it	CSM	Cause logged and action agreed

5.2 Communication

Never show the customer their band label. Talk about the evidence (usage, open tickets, outcomes) and the plan, not the score.

5.3 Overrides

A CSM may override the band for up to [60] days with a written reason (for example, a known seasonal dip or a merger in progress). Overrides are listed in the monthly review so that the model can learn from them.

Account	Model band	Override band	Reason	Set by	Expires
Example: Pellingham Tooling	Amber	Amber (no change)	n/a	n/a	n/a
[Account]	[Band]	[Band]	[Reason]	[@csm]	YYYY-MM-DD

6. Validation and recalibration

Back-test the score as it stood 90 days before each renewal date:

Band 90 days before renewal	Accounts	Churned or downgraded	Rate
Green (Example)	70	3	4.3%
Amber (Example)	35	6	17.1%
Red (Example)	15	7	46.7%
Total	120	16	13.3%

Example reading: churn rises clearly by band, so the model separates risk. Review every [6] months:

Does each input still move with outcomes on its own? Drop inputs that add nothing.
Are Red accounts a workable number for the team each week?
How many overrides were right, and what did they know that the model did not?
Has the product or segment changed (new features, new pricing) so that a scoring rule is out of date?

7. Governance and data protection

Topic	Rule
Model owner	[@head-of-customer-success] approves changes to inputs, weights and bands
Change log	Every change gets a new version in the revision history
Personal data	Use aggregated account-level usage; avoid ranking individual users. Check your privacy notice and data processing terms cover this use
Automated decisions	No price, access or contract change is triggered by the score alone
Access	CSMs see their accounts; managers see the portfolio

8. Glossary

Term	Meaning in this model
Active user	A licensed user who performed [a core action] in the week
Churn	Contract not renewed, or renewed at less than [90%] of prior value
Leading signal	Behaviour that changes before the renewal outcome
Override	A documented, time-limited change to the band by a CSM

Standard and licence note

Based on common customer success and revenue operations practice for account health scoring. No standard defines a health score; the inputs, weights and thresholds here are illustrative and must be validated on your own renewal history. All text is original. Template licence: MIT.

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