Score your book so the color drives the work.
“Why is half my book yellow, and what am I supposed to do about it?”
The inputs, the weights, the green/yellow/red thresholds, and one specific action per tier.
What this skill does
Builds a health-score model for a whole book of business: the inputs that actually predict retention, the weight each one carries, the thresholds that split green from yellow from red, and the one specific action attached to each tier. The output is a scored book where every color tells the CSM what to do next, not just how to feel.
Inputs
- Works today with: your accounts and whatever signals you have, usage, support load, sponsor status, renewal date, last touch. Paste it or upload a CSV.
- More powerful connected to a CRM: it reads the book, ARR, renewal dates, and open cases automatically.
- Sharper with a product-analytics tool: real adoption becomes the strongest input instead of a guess.
- Sharper with a support or ticketing tool: turns ticket volume and sentiment into a real risk input.
How it works
- 1Pick the inputs
Choose four to six signals that predict retention for your product: adoption, relationship depth, support health, engagement cadence, commercial trend. Fewer strong inputs beat many weak ones. Any input you cannot measure gets dropped or flagged, never faked.
- 2Set the weights
Weight by predictive power, not by what is easy to pull. For most B2B SaaS, adoption carries the most and commercial the least, because usage moves first and the renewal number moves last. State the weights out loud so anyone can challenge them.
- 3Draw the thresholds
Green, yellow, red are decisions about attention, not math for its own sake. Set cutoffs so green means "leave it running," yellow means "there is a plan," red means "escalate this week." Re-tune once you see the spread; if 80% of the book is red, the thresholds are wrong, not the book.
- 4Action per tier
Each tier gets exactly one default action. Green: nurture and look for expansion. Yellow: a written recovery plan with an owner. Red: escalate, involve a leader, set a save play in motion. A score with no action is a dashboard nobody uses.
- 5Explain every score
Every account shows the two inputs pulling it up and the two pulling it down. A CSM should never ask "why is this yellow." The model answers before they ask.
Output format
BOOK HEALTH · 5 sample accounts
Account Score Tier Up Down
Account A 82 GREEN adoption, sponsor none material
Account B 61 YELLOW adoption champion quiet
Account C 58 YELLOW engagement support spike
Account D 34 RED none material no usage, no sponsor
Account E 73 GREEN adoption, growth one open case
Tier actions:
GREEN (A, E): nurture, scout expansion.
YELLOW (B, C): written recovery plan, owner named, this week.
RED (D): escalate to leader, open a save play now.
Tips
- Every input is measurable, or it is dropped from the model and noted.
- Weights are stated and sum to 100. No hidden factors.
- No account gets a color without the top reasons for it shown.
- Thresholds are sanity-checked against the book's spread, not set once and forgotten.
Turn account data into a QBR that earns the renewal.
Value delivered, adoption vs stated goals, risks named first, the roadmap, and one outcome-tied expansion ask.
Build the plan that predicts the renewal a year out.
Translates the customer's goals into measurable outcomes, time-to-value milestones, and the leading indicators that flag risk early.