health-score

name	health-score
description	Use when reviewing customer-account health with a configured scoring rubric and dated inputs, or when reporting why a portfolio cannot yet be scored. Not for finding expansion opportunities; use expansion-opportunities.
role_groups	["customer_success"]
jtbd	You manage many accounts and can't track them all manually. This scans customer account pages, identifies at-risk accounts (no recent contact, open issues), flags upcoming renewals, and suggests proactive outreach so you prevent churn before it happens.
time_investment	10-15 minutes per review

When to use

Use for a named account segment or portfolio health review when the user supplies, or the account system contains, a configured scoring rubric and dated inputs. If the rubric or required inputs are absent, still use this skill to return not scored and a review of signals only.

Do not use this skill to infer churn from silence, replace customer-success judgment, assign a health rating without its rubric, update CRM records, or contact a customer. Not for expansion qualification, renewal pricing, or commercial commitments.

Inputs and source discipline

1. Identify the account scope and as-of date. Require a configured scoring rubric with a named version/effective date, factors, weights, thresholds, freshness window, and missing-data rule; record its source, source date, date checked, and confidence. If it is missing, ambiguous, or stale, the result is not scored.
2. For each factor, capture a dated input, source, source date, date checked, unit if relevant, and freshness relative to the rubric. Prefer system records, dated customer outcomes, support events, and explicit account notes over assumptions. Preserve unknown, stale, and contradictory inputs rather than filling them from silence.
3. Treat no recent contact as an absence of evidence, not evidence of churn or risk. A silence signal may be listed for human review only when its date and source are clear.

Method

1. Work read-only. Validate the rubric before reading scores: confirm factors, weights, thresholds, effective date, and missing-data behavior are complete and internally consistent.
2. Match each required factor to a dated input within the configured freshness window. Apply a partial-data rule only when the configured rubric explicitly permits it. Otherwise any required unknown, stale, or contradictory factor makes that account not scored; unknown is never red or green and must not be coerced to a favorable or unfavorable value.
3. When all required inputs are valid, calculate the score exactly as configured and preserve the rubric version with the result. Do not substitute an intuitive threshold or infer a score from engagement, silence, sentiment, renewal date, or a single event.
4. Produce a portfolio distribution only over accounts with valid scores and a stated denominator. Keep unscored accounts and their review signals in a separate list; recommendations remain for human review.

Truth and uncertainty rules

Use observed for a dated input directly supported by a source, inferred for a review interpretation, unknown for missing or insufficient data, stale for data outside the rubric's freshness, and contradictory when sources disagree. State confidence and the rubric basis. Never infer churn from silence. Never invent dates, metrics, owners, intent, money, percentages, causes, status, or evidence. Recommendations are not human decisions.

Output contract

Return a review containing:

• account scope, rubric source/version/effective date, as-of date, freshness rule, and sources;
• not scored at portfolio or account level whenever the rubric or required inputs are absent;
• scores and red/yellow/green labels only when the configured rubric and dated inputs support them;
• for each account, factor inputs with source/date, freshness, confidence, unknowns, stale data, contradictions, and the reason for any unscored result;
• a distribution with an explicit eligible-account denominator, or no distribution when unscored; and
• review signals and non-binding outreach recommendations clearly separate from score evidence.

Safety and write boundaries

Remain read-only by default. Do not update health fields, CRM, account notes, tasks, or customer communications. If a write, export, shared artifact, outreach, or other action is requested, preview the exact target, content, audience, and side effects; redact secrets or unapproved personal/confidential content; wait for explicit confirm from the authorized human owner; then perform only that approved action. A score or recommendation is not human authorization.

Verification and recovery

Read back the rubric, every scored input, formula, and output label. Recalculate each score, reconcile scored-account counts and distribution totals to the eligible denominator, and check source dates, freshness, units, and as-of scope; fail closed on any mismatch. If rubric or data retrieval fails, preserve the review, return not scored, record the failure and affected signals, and rerun after refresh. Never silently turn unknown into red or green.