Roll up a customer book into moves, not colors.
“How is my book really doing, and which accounts need a call today?”
Sorts a book into at-risk, renewing, expansion, and going-quiet, each with the one move it needs.
What this skill does
Reads a book of accounts and sorts them into the four groups a CSM works from: at risk, renewing soon, ready to expand, and going quiet. Every account that surfaces comes with the one move that changes its trajectory. It is a health rollup that ends in outreach, not a grid of green and red.
Inputs
- Works today with: a list of your accounts, with renewal date, contract value, last activity date, and a health signal or usage figure if you have one. Paste it or upload a CSV.
- More powerful connected to a CRM: it reads the whole book automatically, renewal dates and values included.
- Sharper with a product-analytics tool: adds real usage momentum, so at-risk is behavior, not a guess.
- Sharper with a meeting or email tool: tightens the going-quiet check with real last-touch dates.
How it works
- 1At-risk accounts
An account is at risk when the signals turn: usage falling, support load rising, a health score dropping, a key contact gone. Rank by value at risk, not by count, so the biggest exposure leads. Name why, from a signal you can see.
- 2Renewals due
Every account inside the renewal window, sorted by date then value. A renewal is not safe because it is far away and not lost because it is close. Show days to renewal and the health signal together, so risk and timing sit on one line.
- 3Expansion candidates
Accounts healthy and using the product hard enough to grow. Strong usage plus headroom is an expansion signal. Surface the few worth a real conversation, not every green account.
- 4Going quiet
Accounts with no contact past QUIET_DAYS. Silence before a renewal is the risk that hides, because nothing looks wrong until it is too late. Show days dark and the next date that matters.
- 5The one move
Each surfaced account gets a single move: book the renewal conversation, run a usage review, open the expansion talk, re-engage a quiet champion. One move per account beats a plan nobody runs.
Output format
BOOK HEALTH · 24 accounts, $1.4M ARR
At risk (by value) 3 accounts, ~$180K
Acme Corp $90K usage down 40% over 6 weeks, champion left
Vertex $55K support tickets up, health score falling
Renewals due (90d) 5 accounts, ~$310K
Blend Labs $70K renews in 22d, health steady
Northwind $48K renews in 61d, usage soft
Expansion candidates 2 accounts
Orbit Inc $60K power usage + seats near cap
Going quiet 4 accounts, no contact 30d+
Delta Co $32K dark 44d, renews in 75d
Moves
1. Acme Corp: book a save conversation this week, name a new champion.
2. Delta Co: re-open contact before the renewal clock runs down.
3. Orbit Inc: open the seat-expansion talk on the next call.
(Figures illustrative.)
Tips
- At-risk ranks by value at risk, never by a raw count of flags.
- No "at risk" without naming the signal that turned. A color is not a reason.
- Renewals show days-to-renewal and a health signal on the same line.
- Every surfaced account carries exactly one move, owned and specific.
Turn revenue data into a wrap-up that drives action.
A weekly or monthly recap that ends in decisions, not a dashboard screenshot: position vs plan, what moved, the risks, the next moves.
Build the pipeline report a review actually needs.
Coverage, creation, movement, and aging on one page, ending in the deals to decide this week.