customer-success-health-score

name	customer-success-health-score
description	Use when assessing retention risk, expansion potential, account quality, or service intervention priority. Use when applying the Customer Success Health Score consulting method and when a user asks for Customer Success Health Score, method execution, structured diagnosis, or action planning.
license	Apache-2.0

Customer Success Health Score

Use this skill to run Customer Success Health Score as a practical consulting method, not as a generic framework explanation.

Method Notes

• Define healthy before scoring.
• Use adoption, realized value, relationship, support, commercial, and risk signals.

Required Inputs

Collect or infer these inputs before execution:

• customer or account list
• usage/adoption signals
• value realization evidence
• relationship and support data

If an input is missing, do not block automatically. Mark it as missing, state the assumption used, and add a validation action.

When Not To Use

Do not use before customer outcomes, adoption signals, relationship signals, renewal risk, and data quality are defined. One aggregate score must not hide a critical failure condition.

Adjacent Methods

• metrics-tree: design causal drivers and guardrails before building a score.
• user-journey-mapping: diagnose where experience friction creates the risk signal.

Step-by-Step Execution

Step	Required input	How to execute	Output
Define health outcome	Retention, expansion, value realization, satisfaction objective.	State what healthy means for customer and business.	Health definition.
Select signal categories	Adoption, value, relationship, support, commercial, risk data.	Choose signals that predict health in this context.	Signal model.
Set weights and thresholds	Signal model, historical evidence, expert judgment.	Assign weights, green/yellow/red thresholds, and missing-data rules.	Health scoring rubric.
Score accounts	Customer/account data.	Calculate health tier and explain drivers.	Health score table.
Assign interventions	Health tier, owner capacity, account value.	Define save, nurture, expand, or monitor actions.	CS intervention plan.

Output Template

### 1. Health Definition
Desired customer outcome:
Risk event:
Prediction window:
Population:

### 2. Signals And Weights
| Signal | Definition | Source | Weight | Threshold | Lag / leading |
|---|---|---|---|---|---|
|  |  |  |  |  |  |

### 3. Customer Scores
| Customer | Score | Tier | Evidence gap | Primary risk |
|---|---|---|---|---|
|  |  |  |  |  |

### 4. Intervention Rules
| Tier / trigger | Action | Owner | Timing | Recovery signal |
|---|---|---|---|---|
|  |  |  |  |  |

### Evidence And Next Decision
- Confirmed facts:
- Assumptions:
- Missing evidence:
- Next action, owner, and timing:
- Expected signal and decision threshold:

Quality Gate

• Produce the method-specific outputs for Health Definition, Signals And Weights, Customer Scores; do not substitute a generic framework summary.
• Tie every material score, causal claim, or stakeholder judgment to evidence or label it as an assumption.
• Include at least one disconfirming check, sensitivity, alternative explanation, or failure condition appropriate to the method.
• Convert the result into a named action or decision with an owner or stakeholder, timing, and observable signal.
• State missing inputs and the smallest validation action instead of inventing precision.
• Keep wording professional and plain enough that a smart non-specialist can use the output directly.