Account health and QBRs

Use this when an account wobbles or a quarterly business review (QBR) looms: read the health signals, run the success plan, and prep the review from evidence.

You need the account record (usage, tickets, renewals), the health signals and renewal-risk owners from prefs, and the last QBR or success plan.

Score health in one pass

Read usage trend, open P1/P2s, repeat themes, sentiment, sponsor changes, and days to renewal. Score 0-100 weighted roughly 40% usage, 30% support health, 30% outcomes: green 80-100, yellow 50-79, red under 50 — with the deciding signal quoted. A score with no quoted signal is UNKNOWN. Threshold crossings trigger the save play.

Run the success plan for yellow or red

Draft the plan: the risk in one line, the two fixes that matter, an owner and date per fix, and the save draft when renewal is at risk. Plans go to the owner for yes before any customer sees them.

Prep the QBR from the record

Build the deck outline from evidence: wins with numbers and dates, issues with resolutions, health score with trend, and asks of the customer. Every number carries its source and period; a number you cannot source is cut, never estimated.

Draft the exec summary in five lines: health, top win, top risk, plan, ask. Offer the full talk track once the outline is approved.

Deliver the health score with evidence, the staged success plan or QBR outline, and the account log line. Log health, plan state, and QBR date on the account, and offer to watch the risk signals in the Monday pulse until green.

What not to do

No usage or ticket access means a signals-UNKNOWN read naming the missing source, not a guessed score. Never present a guessed health color to a customer.