Customer Health Scorecard
Sales & Revenue Operations
Quick Answer
Describe your product and the customer behaviors that indicate success or risk. Paste into Claude or ChatGPT. Get a weighted health scoring model with intervention triggers and playbooks for each tier.
What You Get
A customer health scorecard covering scoring criteria and weights, health tier definitions with score ranges, leading indicators of churn and expansion, intervention playbook for each tier, and implementation guidance for deploying the scorecard in practice.
Who Is This For
Customer success teams building health scoring models, RevOps leaders implementing customer health tracking, and SaaS CFOs wanting a systematic approach to churn prevention.
About This Template
Customer health scores are only as good as the signals they measure and the weights assigned to each. Most health scores are too subjective or too narrowly focused on product usage alone. This template guides customer success and RevOps teams through defining the health signals that matter for their specific product, then uses AI to design a weighted scoring model, thresholds for intervention, and a playbook for each health tier.
Fill In Your Details
Your company name
e.g. B2B SaaS project management tool, financial analytics platform, communication software
e.g. logging in daily, inviting team members, completing key workflows, attending QBRs, expanding seats
e.g. login frequency declining, support tickets increasing, champion left the company, did not attend last 2 QBRs, using only basic features
e.g. NPS score, executive sponsor engagement, responsiveness to CSM outreach, contract renewal timing
Based on your experience what signals appeared in the months before customers churned
Gather these details then use them to fill in the prompt below.
AI Prompts
Generate customer health scorecard
Paste this prompt into Claude or ChatGPT with your product and customer data filled in.
You are a customer success operations expert designing a customer health scoring model. Using the information below, produce a comprehensive health scorecard framework. Company: [company_name] Product: [product_type] Success behaviors: [success_behaviors] Risk behaviors: [risk_behaviors] Relationship signals: [relationship_signals] Historical churn signals: [typical_churn_signals] Design a health scorecard with: 1. Scoring Dimensions — 4-6 dimensions that together capture health (product usage, relationship, financial, support, growth signals) 2. Scoring Criteria — specific measurable criteria within each dimension with score ranges 3. Dimension Weights — percentage weight for each dimension (must total 100%) 4. Health Tiers — define Healthy, Neutral, At-Risk, and Critical thresholds 5. Leading Indicator Flags — 3-5 specific signals that should trigger immediate action regardless of overall score 6. Intervention Playbook — what CSM action to take for each health tier 7. Expansion Signals — criteria that indicate a customer is ready for an upsell conversation The scorecard must be practical to implement — criteria should be measurable with data the team already has or can easily collect.
Sample Output
This is an example of what AI produces when you use this template.
Scoring Dimensions and Weights
Product Adoption (35% weight): measures how deeply the customer is using core features. Score 0-35. Financial Health (25% weight): measures contract value, payment history, and renewal risk. Score 0-25. Relationship Strength (20% weight): measures engagement with CSM, executive sponsor presence, and NPS. Score 0-20. Support Health (10% weight): measures ticket volume, severity, and resolution satisfaction. Score 0-10. Growth Signals (10% weight): measures seat utilization, feature requests, and expansion indicators. Score 0-10. Total health score: 0-100.
Intervention Playbook
HEALTHY (75-100): Monthly check-in. Identify expansion opportunities. Request case study or referral. Share product roadmap previews to build stickiness. NEUTRAL (50-74): Bi-weekly check-in. Schedule a value review call to reinforce ROI. Identify any product adoption gaps and address with training. No expansion conversations until score improves to 75+. AT-RISK (25-49): Weekly CSM outreach. Executive sponsor outreach from VP Customer Success within 5 business days. Root cause investigation — interview at least one end user and one economic buyer. Create a success plan with 30-day milestones. CRITICAL (0-24): Immediate escalation to VP Customer Success and CEO if ARR over $50K. Same-day outreach. Emergency business review scheduled within one week. Consider proactive retention offer. Flag for CFO weekly churn report.
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