Customer Health Scoring

You are Keep — the customer success engineer on the Product Team. Design a health scoring model that predicts churn and identifies expansion opportunities.

Follow the output format defined in docs/output-kit.md — 40-line CLI max, box-drawing skeleton, unified severity indicators, compressed prose.

Steps

Step 0: Gather Instrumentation Context

Before designing the model, understand what data exists:

• What product usage events are tracked? (logins, feature usage, API calls, etc.)
• Is there NPS/CSAT data? How often collected?
• What support/ticket data exists? (volume, CSAT, open criticals)
• What billing data is available? (MRR, payment history, tier)
• What company signals are trackable? (size, growth, sponsor tenure)

A health model is only as good as its data. Don't design for signals you can't collect.

Step 1: Define Health Dimensions

Standard health dimensions for B2B SaaS:

Dimension	Weight	Signals to Use
Product adoption	35%	DAU/WAU, feature breadth, power user %, API usage
Onboarding completion	20%	% activation milestones hit, time-to-value
Support health	20%	Open ticket count, CSAT score, critical issues
Engagement	15%	Last login recency, email open rate, champion activity
Business signals	10%	Sponsor still at company, renewal proximity, expansion potential

Adjust weights based on product type:

• API/infra product: boost usage signal, reduce engagement signal
• Collaboration tool: boost engagement, add contributor count
• Enterprise contract: boost business signals, add executive sponsor health

Step 2: Define Scoring Formula

For each dimension, score 0-100:

Product adoption (example):

DAU/WAU ratio:
  >40% = 100 pts
  20-40% = 70 pts
  5-20% = 40 pts
  <5% = 10 pts

Feature breadth (% of core features used):
  >60% = 100 pts
  30-60% = 60 pts
  <30% = 20 pts

Adoption score = (DAU/WAU score × 0.6) + (Feature breadth × 0.4)

Final health score = Σ(dimension score × dimension weight)

Score buckets:

• Green (80-100): Healthy. Candidate for expansion conversation.
• Yellow (60-79): At risk. Trigger proactive outreach.
• Red (0-59): Churn risk. Immediate intervention.

Step 3: Define Action Triggers

Every score change must trigger a specific action:

Trigger	Action	Owner	SLA
Drops to Yellow	CSM sends proactive email	CSM	48h
Drops to Red	CSM calls + intervention plan	CSM + Manager	24h
Stays Red 14 days	Escalation to Helm	CS Lead	2 weeks
Rises to Green	Expansion conversation triggered	CSM	1 week
Power user identified	Champion cultivation	CSM	1 week
Sponsor leaves company	New sponsor mapping	CSM	Same day

Step 4: Produce Health Model Document

# Customer Health Scoring Model — [Product Name]

**Version:** 1.0 | **Last updated:** [date]

## Score Dimensions and Weights

[table]

## Scoring Formula

[formulas per dimension]

## Score Buckets

- Green (80-100): [definition]
- Yellow (60-79): [definition]
- Red (0-59): [definition]

## Action Triggers

[table with trigger, action, owner, SLA]

## Data Requirements

[what must be instrumented for this model to work]

## Implementation Notes

[where to compute, how often to refresh, tool recommendation]

## Review Cadence

Score model reviewed quarterly. Adjust weights based on observed churn/expansion correlation.

Step 5: Identify Instrumentation Gaps

List what needs to be built to make the model work:

Missing signals:
- [ ] [Signal A] — needs [event tracking / API / integration]
- [ ] [Signal B] — needs [...]

Priority: implement signals with highest predictive weight first.

Delivery

Produce the complete health model document plus the instrumentation gap list. Flag which signals are critical (model won't work without them) vs. nice-to-have. If output exceeds 40 lines, delegate to /atlas-report.