# Customer health score definition · [Product] · v[n] · [Date] **Owner:** [PM or CS lead] **Purpose (decision it drives):** [For example: which accounts get proactive CS outreach] **Review date:** [Date] ## Population [Which accounts; segment variants if the model differs by segment] ## Components | Component | Signal | Source system | Weight | Green | Yellow | Red | Available how early before renewal? | |---|---|---|---|---|---|---|---| | Deployment | [Entitled vs activated] | | | | | | | | Engagement | [Stakeholder coverage: champion, buyer, gatekeeper] | | | | | | | | Adoption | [Breadth and depth of use] | | | | | | | | ROI | [Agreed outcome milestones met] | | | | | | | | Trust (AI products) | [Rejected or reversed AI actions] | | | | | | | | Sentiment | [Survey, ticket themes] | | | | | | | ## Overall bands Green: [rule] Yellow: [rule] Red: [rule] Refresh cadence: [daily / weekly] ## Exclusions (leakage check) Signals deliberately left out because they appear only after a decision to leave: - ## Playbook per band | Band | Owner | Action | Response time | |---|---|---|---| | Green | | | | | Yellow | | | | | Red | | | | ## Validation - Back-test window: last [4 to 8] quarters of renewals - Share of churned accounts that were red 90 days before renewal: [x]% - Share of churned accounts that were green 90 days before renewal: [x]% - Share of red accounts that renewed: [x]% - Retention pilot (randomized) planned or run: [link] ## Governance Who can change weights: [name] Manual overrides allowed: Yes / No, logged by [name]