guia-matthieu/clawfu-skills/account-health

Assess health for this account:
 
Account: [Company Name]
Contract: $[ARR], [Renewal Date]
Tenure: [Months as customer]
 
Product Usage:
- Daily active users: X / Y licensed
- Feature adoption: X% of features used
- Login frequency: [Daily/Weekly/Monthly]
- Last login: [Date]
 
Support:
- Tickets this quarter: X
- CSAT score: X/5
- Open escalations: X
- Last interaction sentiment: [Positive/Neutral/Negative]
 
Financial:
- Payment status: [Current/Late/At Risk]
- Expansion conversations: [Yes/No]
- Contract modifications: [None/Downgrade/Upgrade]
 
Relationship:
- Executive sponsor: [Active/Passive/Gone]
- Champion status: [Strong/Weak/Churned]
- NPS score: X
- QBR attendance: [Regular/Sporadic/None]

Health Score = (Product × 0.30) + (Support × 0.20) +
               (Financial × 0.25) + (Relationship × 0.25)

Account: TechCorp Solutions
Contract: $120K ARR, Renewal: Sep 2026
Tenure: 24 months
 
Product Usage:
- DAU: 85 / 100 licensed (85%)
- Feature adoption: 72%
- Login frequency: Daily
- Last login: Today
 
Support:
- Tickets this quarter: 3 (minor issues)
- CSAT: 4.8/5
- Open escalations: 0
- Last interaction: Positive
 
Financial:
- Payment: Current
- Expansion: Discussing 20 more seats
- Contract: 2-year renewal signed
 
Relationship:
- Exec sponsor: CTO actively engaged
- Champion: VP Eng, very strong
- NPS: 9
- QBR: Quarterly, well-attended

## Account Health: TechCorp Solutions
 
### Overall Score: 92/100 🟢 HEALTHY
 
### Dimension Scores
 
| Dimension | Score | Weight | Weighted |
|-----------|-------|--------|----------|
| Product | 95 | 30% | 28.5 |
| Support | 90 | 20% | 18.0 |
| Financial | 95 | 25% | 23.8 |
| Relationship | 90 | 25% | 22.5 |
| **Total** | | | **92.8** |
 
### Score Breakdown
 
**Product Health: 95/100** ✅
- DAU/MAU at 85% (+30)
- Feature adoption 72% (+25)
- Daily logins (+20)
- Usage trending stable (+10)
- No concerning signals
 
**Support Health: 90/100** ✅
- CSAT 4.8 (+30)
- Only 3 minor tickets (+25)
- No escalations (+25)
- Positive sentiment (+10)
 
**Financial Health: 95/100** ✅
- Payment current (+30)
- Expansion in discussion (+20)
- Multi-year renewal signed (+30)
- No downgrade signals (+15)
 
**Relationship Health: 90/100** ✅
- CTO actively engaged (+30)
- Strong VP Eng champion (+25)
- NPS 9 (Promoter) (+25)
- Regular QBRs (+20)
- Slight gap: Could add more contacts (-10)
 
### Trend: → Stable (High)
 
### Recommended Actions
 
**Expansion Focus:**
1. Close the 20-seat expansion discussion
2. Introduce new product features for upsell
3. Request case study/testimonial
 
**Relationship Deepening:**
1. Add 1-2 more stakeholder relationships
2. Invite to customer advisory board
3. Offer early access to beta features
 
**Risk Mitigation:**
- Champion VP Eng is critical - ensure backup contact
- Document success metrics for renewal proof points

Account: RetailMax Inc
Contract: $85K ARR, Renewal: Apr 2026 (3 months)
Tenure: 18 months
 
Product Usage:
- DAU: 12 / 50 licensed (24%)
- Feature adoption: 35%
- Login frequency: Weekly
- Last login: 8 days ago
 
Support:
- Tickets this quarter: 12 (several complaints)
- CSAT: 3.2/5
- Open escalations: 2
- Last interaction: Negative (product complaints)
 
Financial:
- Payment: 15 days late
- Expansion: No discussions
- Contract: Mentioned budget cuts
 
Relationship:
- Exec sponsor: CFO, never met
- Champion: Original champion left 2 months ago
- NPS: 5 (Detractor)
- QBR: Skipped last 2

## Account Health: RetailMax Inc
 
### Overall Score: 31/100 🔴 CRITICAL
 
⚠️ **IMMEDIATE ATTENTION REQUIRED**
Renewal in 3 months with multiple critical risk factors.
 
### Dimension Scores
 
| Dimension | Score | Weight | Weighted |
|-----------|-------|--------|----------|
| Product | 20 | 30% | 6.0 |
| Support | 25 | 20% | 5.0 |
| Financial | 30 | 25% | 7.5 |
| Relationship | 20 | 25% | 5.0 |
| **Total** | | | **31** |
 
### Critical Risk Factors 🚨
 
1. **🔴 Champion Churned** (-30)
   - Original champion left 2 months ago
   - No replacement identified
   - Institutional knowledge lost
 
2. **🔴 Low Adoption** (24% DAU)
   - Only 12 of 50 users active
   - Indicates low perceived value
   - Hard to justify renewal
 
3. **🔴 NPS Detractor** (5)
   - Actively unhappy
   - May influence other buyers
   - Requires executive intervention
 
4. **🟠 Open Escalations** (2)
   - Unresolved issues damaging trust
   - Need immediate resolution
 
5. **🟠 Payment Late**
   - Could signal budget issues
   - "Budget cuts" mentioned
 
### Trend: ↘️ Declining
 
Score dropped ~25 points since champion departure.
 
### Save Plan: 90-Day Sprint
 
**Week 1: Triage**
- [ ] Resolve both open escalations
- [ ] CSM call with current users to assess sentiment
- [ ] Identify new potential champion
- [ ] Check payment status/AR outreach
 
**Week 2-4: Stabilize**
- [ ] Executive sponsor meeting (your VP + their CFO)
- [ ] Onboard new champion
- [ ] Re-training for low-adoption users
- [ ] Document 3 value proof points
 
**Week 5-8: Rebuild**
- [ ] Adoption bootcamp for inactive users
- [ ] Success planning session
- [ ] Get CSAT above 4.0
- [ ] Monthly check-ins scheduled
 
**Week 9-12: Renewal**
- [ ] QBR with full stakeholder group
- [ ] Renewal proposal with options
- [ ] Right-size if needed (reduce seats)
- [ ] Multi-year incentive if healthy
 
### If Save Fails
- Prepare for graceful offboarding
- Document learnings for post-mortem
- Maintain relationship for potential return
- Collect exit feedback
 
### Success Probability: 40%
Without new champion, save is difficult.

## Account: [Name] | Score: X/100 [Emoji]
 
**Contract**: $X ARR | Renewal: [Date] | Tenure: X months
 
### Scores
| Dimension | Score | Key Factor |
|-----------|-------|------------|
| Product | /100 | |
| Support | /100 | |
| Financial | /100 | |
| Relationship | /100 | |
 
### Top Risks
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### Actions This Month
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