account-health

Account Health

The right-side operating skill — the equivalent of lead-qualify for the post-sale half of the bowtie. Where lead-qualify scores a deal's fit, this scores a customer's health: is value landing, is the renewal safe, is there room to grow? It reads the account book and writes the signal back into the same loop the field uses.

From ops/customers.md (or a single account the user names) and any recent post-sale notes:

1. Read the adoption signal. Against the account's value hypothesis — is the customer getting what they bought this to do? Usage trend, workflows live vs. in scope, who's actually using it.

2. Score it green / amber / red:

   • 🟢 Green — using it as intended, champion engaged, value visible.
   • 🟡 Amber — one warning sign (a stalled workflow, a quiet month, a single thread).
   • 🔴 Red — value not landing: usage down, champion gone quiet, or single-threaded after a change.

3. Watch the renewal clock. The renewal motion starts at day 60, not day 85. If the renewal date is inside 60 days, say so and start the motion now — don't wait for the contract to surface it.

4. Flag churn early-warnings. Name the leading indicators, not the lagging one: usage trending down, the champion gone quiet, a single-threaded account after a reorg. These precede a lost renewal; the cancellation is just when it becomes visible. When one fires, hand the recovery to churn-save.

5. Spot expansion-readiness. A healthy account using the core well, or a second team asking unprompted, is an expansion signal — not a renewal risk. Work it with expansion-signal.

6. Write the signal to the loop and update the book. Log a tagged line in ops/feedback-log.md — the same single home marketing and product read:

   • RETENTION-RISK: [account] — [the adoption/churn signal] → [CS or product action]
   • EXPANSION-SIGNAL: [account] — [the readiness signal] → hand to sales with CS context

   Then update the account's stage, key signal, and next step in ops/customers.md.

Don't tag every quiet week as a risk — flag it when usage, the champion, or the value story is actually slipping. A book full of false alarms gets ignored.

Depth

• quick: the green/amber/red call + the one signal driving it.
• standard: the full health read, renewal-clock check, and tagged loop line.
• deep: + the churn early-warning list, the expansion read, and the day-by-day renewal-motion timing.