Customer Health Model - Project Details / Task List
Tag: health-model
Total Hours: 30h
Structure: Single Milestone (<=50h)
Milestone: Customer Health Model
Description: A technical and strategic implementation project that creates a multi-dimensional scoring system to measure customer health by combining product usage signals, CSM sentiment, support interactions, and engagement metrics into a unified health score that enables proactive churn prevention.
Task List: (Customer Health Model) 1. Discovery & Design
Contains: Parts 1-2
| Task | Est | Description |
|---|---|---|
| 1. Analyze Historical Churn Data | 2.5h | Review past churn events to identify patterns and signals that preceded customer departures. End state: Documented list of leading indicators correlated with churn in your specific business. • Pull list of all churned customers from past 12-24 months • Categorize churn reasons (product fit, support issues, champion left, budget, competitor) • Identify common behaviors before churn (usage decline, support ticket spikes, missed QBRs) • Interview 2-3 CSMs on what they noticed before accounts churned • Document 5-10 potential health score signals based on churn analysis |
| 2. Define Health Score Dimensions and Metrics | 2.5h | Identify the specific metrics that will comprise the health score across multiple dimensions. End state: Finalized list of 5-10 metrics organized by dimension with clear definitions. • Define Product dimension metrics (login frequency, feature adoption, license utilization, active user trend) • Define Engagement dimension metrics (QBR attendance, email response rate, executive sponsor engagement) • Define Support dimension metrics (ticket volume, escalation frequency, time to resolution) • Define Financial dimension metrics (payment timeliness, expansion history, renewal timing) • Include CSM sentiment as a qualitative override dimension • Document data source for each metric (CRM, product analytics, support system) |
| 3. Validate Metrics with Stakeholders | 1.5h | Review proposed metrics with CS leadership and cross-functional partners to ensure buy-in. End state: Approved metric list with stakeholder alignment on what signals matter. • Schedule review meeting with VP Customer Success and CS managers • Present proposed metrics with rationale from churn analysis • Gather feedback on missing signals or irrelevant metrics • Validate data availability with RevOps/Data team • Finalize approved metric list with documented rationale |
| 4. Establish Metric Weights | 2h | Assign relative importance weights to each metric based on correlation with retention outcomes. End state: Weighted scoring model with percentages assigned to each metric. • Analyze historical correlation between each metric and renewal/churn outcomes • Assign weights totaling 100% across all metrics (e.g., product usage 40%, engagement 25%, support 20%, financial 15%) • Consider segment-specific weights (enterprise vs SMB may weight differently) • Document rationale for each weight assignment • Create scoring formula combining weighted metrics |
| 5. Define Scoring Thresholds and Categories | 2h | Establish the score ranges that define Red (at-risk), Yellow (needs attention), and Green (healthy) accounts. End state: Clear threshold definitions with category descriptions. • Set numeric thresholds for each category (e.g., 0-40 Red, 41-70 Yellow, 71-100 Green) • Define what each category means operationally (Red = immediate intervention required) • Document edge cases and override rules (e.g., CSM can override if major event occurred) • Consider adding "Black" category for accounts with insufficient data • Test thresholds against historical churned accounts to validate accuracy |
| 6. Design Segment-Specific Scoring Rules | 2h | Customize scoring criteria for different customer segments to ensure fair comparison. End state: Segment-specific scoring rules that account for usage patterns by account size. • Define customer segments (Enterprise, Mid-Market, SMB, or by product tier) • Adjust usage expectations by segment (50% login rate may be healthy for Enterprise, concerning for SMB) • Set different metric weights per segment if needed • Document lookup windows for each metric (e.g., trailing 30 days vs 90 days) • Create segment mapping rules for automated categorization |
Task List: (Customer Health Model) 2. Implementation & Enablement
Contains: Parts 3-5
| Task | Est | Description |
|---|---|---|
| 7. Configure Data Integrations | 3h | Set up data flows from source systems into the customer success platform. End state: All required data sources connected and syncing reliably. • Connect CRM (Salesforce/HubSpot) to CS platform via native integration • Set up product analytics integration (Segment, Amplitude, Mixpanel, or direct API) • Configure support system integration (Zendesk, Intercom, Freshdesk) • Establish billing/financial data sync from payment system • Verify data freshness and sync frequency for each source • Document any data transformation or field mapping required |
| 8. Build Health Score in CS Platform | 3.5h | Configure the health score calculation in Gainsight, ChurnZero, Vitally, or similar platform. End state: Automated health score calculating correctly for all accounts. • Create health score measures for each defined metric • Configure metric calculations with correct lookback windows • Apply weights to each measure per approved model • Set up segment-based scoring variations if applicable • Configure score refresh frequency (daily recommended) • Set up CSM sentiment input field for manual override |
| 9. Create Health Score Dashboard | 3h | Build reporting dashboards for health score visibility across the CS organization. End state: Dashboard showing account health distribution with drill-down capability. • Create executive summary view (health distribution pie chart, trend over time) • Build CSM-level view filtered by book of business • Include health score trend charts for individual accounts • Add drill-down to see which metrics are driving low scores • Configure alerts for accounts crossing threshold boundaries • Set up scheduled dashboard delivery to CS leadership |
| 10. Test Score Accuracy Against Historical Data | 2h | Validate the health score model by checking if it correctly identifies known churned accounts. End state: Validated model with documented accuracy metrics. • Run health scores retrospectively against accounts that churned 6+ months ago • Calculate false positive rate (Green accounts that churned) • Calculate false negative rate (Red accounts that renewed/expanded) • Adjust thresholds or weights if accuracy is below 70% • Document model accuracy baseline for future comparison • Identify any segments where model performs poorly |
| 11. Conduct Pilot with CSM Team | 2h | Run pilot period with subset of CSMs to validate score usefulness and gather feedback. End state: Pilot complete with documented feedback and refinements. • Select 2-3 CSMs for pilot program (mix of tenure and segment coverage) • Review their top 10 accounts by health score (high and low) • Validate scores match CSM intuition and known account situations • Gather feedback on missing signals or incorrect assessments • Refine model based on pilot learnings • Document changes made and rationale |
| 12. Develop Intervention Playbooks | 2h | Create standardized response playbooks for each health score category. End state: Documented playbooks defining actions for Red, Yellow, and Green accounts. • Define Red account intervention steps (executive escalation, QBR scheduling, product review) • Define Yellow account monitoring cadence and proactive touchpoints • Define Green account expansion opportunity identification • Create escalation path for accounts declining into Red status • Document SLA for CSM response to score changes • Build playbook templates in CS platform if supported |
| 13. Train Customer Success Team | 1.5h | Enable the CS team on health score interpretation and usage. End state: Team trained and confident using health scores in daily workflow. • Schedule training session (45-60 minutes) with full CS team • Explain each metric, weight, and threshold rationale • Demonstrate dashboard navigation and account drill-down • Review intervention playbooks and expected actions • Practice with sample accounts (what would you do for this Red account?) • Create quick-reference guide for ongoing use |
| 14. Hand Off to Client | 2.5h | Transfer ownership and establish ongoing governance process. End state: Client self-sufficient with admin access and quarterly review process defined. • Transfer admin access to CS Operations or RevOps owner • Deliver configuration documentation (metrics, weights, thresholds, data sources) • Establish quarterly health score review cadence to assess accuracy • Define process for requesting metric or threshold changes • Schedule 30-day check-in to review adoption and address questions • Close out project with success metrics documentation |
Summary
- Total Task Lists: 2 (consolidated from 5 Parts)
- Total Tasks: 14 (one per Step)
- Total Hours: 30h
- Generated from: playbook_customer-health-model.md
- Generated on: 2025-12-31