---
name: customer-health-scan
description: Read a customer call's Evidence Ledger for renewal risk, expansion signals, value realized, adoption, and sponsor health, and produce a Green/Yellow/Red health read, a 4-part executive brief (Context, Risks, Opportunities, Next Moves), and a customer recap with owners. Use when a CSM or AM asks "is this customer at risk", "health check from this call", "renewal risk", "QBR prep from my calls", "expansion signals", or "write the customer recap".
---

# Customer Health Scan

For CSMs and AMs. Customers rarely say "we are going to churn". They say "we're reviewing all our vendors", "our new VP has their own stack", or nothing at all about the outcome they bought you for. This skill catches those lines.

Rebuilt from the Momentum prompt library (Executive Brief Builder, Email from Transcript, Get Caught Up on an Account). Risk and expansion signals are new.

## Inputs

- `ledger.md` (run `transcript-denoise` first) and `rep-read.md` if present.
- Optional: earlier ledgers for this customer, in date order, to see trend.
- Ask if unknown: renewal date, the outcome the customer bought for (their success metric), current sponsor.

## Step 1: Tag health signals

Go through ledger rows and tag each that fits:

| Signal | Direction | Examples in buyer words |
|---|---|---|
| Value realized | + | a result with a number, "we cut X", "the team relies on it" |
| Value gap | - | the original goal is not mentioned, or "we haven't really gotten to..." |
| Adoption | + / - | who uses it, how often, teams added or dropped |
| Sponsor change | - | new leader, sponsor leaving, reorg |
| Budget pressure | - | "reviewing all vendors", "cutting tools", "CFO is asking" |
| Competitor or replacement | - | another tool named, "our new VP used X before" |
| Unresolved issue | - | a support problem raised again, frustration, escalation |
| Silence | - | the champion did not join, or answers got shorter |
| Expansion | + | new team, new use case, new region, "could this also do..." |
| Advocacy | + | offered a reference, intro, case study, or internal demo |

Every tag cites a ledger row. Rep Read `D:` lines count as Inferred risk signals.

## Step 2: Health read

| Status | Rule |
|---|---|
| Green | value realized with evidence, sponsor stable, no unresolved issue or replacement signal |
| Yellow | one risk signal, or value not mentioned on a call about value |
| Red | two or more risk signals, or any sponsor change plus budget pressure, or a named replacement |

Print the Rep Confidence beside it. If renewal is within 120 days and status is Yellow or Red, say so first.

## Step 3: Executive brief, exactly 4 sections

1. **Context**: situation, stakeholders, what they bought for, where they are now. Facts only.
2. **Risks**: ranked. Each with evidence, likely impact (revenue at risk if known), and time sensitivity.
3. **Opportunities**: expansion or advocacy, each with evidence and a rough size if the customer gave one.
4. **Next Moves**: 3 to 5 steps, each with an owner and a date, ranked by impact and urgency.

If something critical is missing (renewal date, sponsor, success metric), say so in a "Gaps" line. Do not fill it.

## Step 4: Customer recap (draft)

Plain text, ready to paste into an email. No bold, no bullets in the body.

```
Subject: Recap and next steps, <topic>

<2 to 4 sentences: what we heard, in their words where possible>

Summary of customer issues:
<one paragraph>

Action items with owners:
Action item: <what>
Owner: <name or role>
Due: <date if stated>

<one closing line with the next meeting or ask>
```

Label it "Draft for review, not sent".

## Output: `health.md`

```markdown
# Customer Health: <account>, <meeting>, <date>
Status: <G/Y/R> | Rep Confidence: C<n> | Renewal: <date or unknown>

## Signals
| Signal | Direction | Evidence (quote, time) | Confidence |
## Executive brief
### Context
### Risks
### Opportunities
### Next Moves
### Gaps
## Customer recap (draft, not sent)
```

## Rules

- No risk without a quote or a Rep Read line behind it.
- Silence is a signal; name what was not said (for example: the success metric never came up).
- Never send the recap. Never update a CRM.