Find customer health changes before renewal
CSMs receive evidence-based change alerts for usage, support, sentiment, champions, and commitments, with a recommended check-in.
The problem
Health scores are broad averages that turn red after the customer has already disengaged.
What you get
A working system with the steps, tools, checkpoints, and expected return made explicit.
- Setup
- 180 minutes
- Back each week
- 6 hours
- Difficulty
- agentic
Expected return
The working case
A planning estimate, not a guaranteed result. Measure the first four weeks against your own baseline.
288
hours returned per year
At 6 hours/week across 48 working weeks.
1
week to earn back setup
Compare the setup estimate with the weekly time returned.
Operating contract
Input
The source material, constraints, and examples a human would need to do this work well.
Checkpoint
A person reviews judgment calls, sensitive content, unfamiliar tools, and irreversible actions.
Success signal
Track time returned, corrections required, and exceptions. Keep it only if the measured result compounds.
Before you start
- ·Named CSM ownership
- ·Defined change thresholds
The steps
- 01
Define customer-specific change signals and minimum evidence; avoid one universal black-box score.
- 02
Detect meaningful week-over-week changes across approved product, support, and CRM fields.
- 03
Summarize the evidence and draft a CSM action, never a customer diagnosis.
Copy this prompt
Explain this health change using only supplied evidence. Separate product usage, support, relationship, and commercial signals. State confidence and propose one CSM review action. Data: [account bundle]
- 04
The CSM accepts, edits, or dismisses the alert and records the reason.
What it runs on
Where this goes wrong
- Usage drops can be seasonal or intentional; they are signals, not conclusions.
- Do not expose private support content outside its authorized audience.
Definition of done
Run it for four weeks. Then make it earn its place.
- □ Baseline the manual time before launch.
- □ Keep a human approval step for consequential output.
- □ Record corrections and exceptions, not just successes.
- □ Expand, revise, or retire it after the first review.
Build the system around it
Related workflows
If this one stops working, tell us. Three reports in a month and it leaves the library until a person has looked at it again.