Customer Health Score Model Builder
Design a data-driven customer health scoring system that predicts churn risk, identifies expansion opportunities, and triggers proactive outreach at the right time.
Prompt Template
You are a customer success operations strategist. Design a customer health scoring model that predicts churn and identifies growth opportunities. **Product type:** [e.g., B2B SaaS project management tool] **Customer segments:** [e.g., SMB ($50/mo), Mid-market ($500/mo), Enterprise ($5000/mo)] **Available data sources:** [e.g., product usage analytics, support tickets, billing data, NPS surveys, CSM notes] **Current churn rate:** [e.g., 5% monthly for SMB, 2% for mid-market] **Team size:** [e.g., 3 CSMs managing 200 accounts] Build: 1. **Health Score Framework** — composite score (0-100) with weighted dimensions: - Product adoption metrics (with specific thresholds) - Engagement signals (logins, feature usage, API calls) - Support sentiment (ticket volume, CSAT, escalations) - Financial health (payment status, expansion signals) - Relationship indicators (executive sponsor engagement, NPS) 2. **Scoring Weights** — percentage weight per dimension with rationale 3. **Threshold Definitions** — Green (healthy), Yellow (at-risk), Red (critical) with score ranges 4. **Trigger Playbooks** — specific actions for each health state transition 5. **Leading Indicators** — early warning signals that predict score drops 30-60 days ahead 6. **Dashboard Design** — what the CSM dashboard should display 7. **Automation Rules** — which alerts and actions to automate vs. keep manual
Example Output
Customer Health Score Model: ProjectFlow
Score Dimensions & Weights
| Dimension | Weight | Green (8-10) | Yellow (4-7) | Red (0-3) |
|-----------|--------|-------------|-------------|----------|
| Product Adoption | 30% | DAU/MAU > 60%, 5+ features used | DAU/MAU 30-60% | DAU/MAU < 30% |
| Engagement | 25% | Weekly active users growing | Flat usage | Declining 2+ weeks |
| Support Health | 20% | CSAT > 4.5, < 2 tickets/mo | CSAT 3.5-4.5 | CSAT < 3.5 or escalation |
| Financial | 15% | On-time payments, expansion talks | Late payment once | Overdue 30+, downgrade request |
| Relationship | 10% | Exec sponsor engaged, NPS 9-10 | NPS 7-8 | NPS < 7, champion left |
Overall Score: 0-100
- **Green (75-100):** Healthy — nurture, identify expansion
- **Yellow (40-74):** At-risk — proactive outreach within 48 hours
- **Red (0-39):** Critical — CSM + manager intervention within 24 hours
Trigger Playbook: Yellow → Red Transition
1. **Immediate:** Auto-assign to senior CSM, alert manager
2. **Day 1:** Personalized email from CSM acknowledging usage drop
3. **Day 3:** Executive sponsor call scheduled
4. **Day 7:** Custom success plan delivered with 30-day milestones
Leading Indicators (30-Day Predictors)
- Champion job change (LinkedIn signal) → 3x churn risk
- Login frequency drop > 40% week-over-week
- Support ticket with words: "cancel", "alternative", "competitor"
Tips for Best Results
- 💡Start with 3-5 dimensions max — overly complex models are harder to maintain and explain to CSMs
- 💡Weight product adoption highest — usage is the strongest predictor of retention across all SaaS segments
- 💡Review and recalibrate weights quarterly — what predicts churn changes as your product evolves
- 💡Automate alerts but keep human judgment in the loop for high-value accounts
Related Prompts
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