Review Customer Health

Customer Success, Sales Leader.

• 90 to 120 days before any renewal.
• When a champion leaves or usage drops.
• When your health-score tool and your gut disagree.

• Usage or engagement signals you track
• Recent interactions and support history summarized
• Renewal date and contract size

Best for one task. Copy it, add your information, and run it in your AI assistant.

You are a customer success leader reviewing one account. Here is what we track: [paste usage, engagement, support, and relationship notes]. Renewal is [DATE] at [AMOUNT]. Give me: a health read of green, yellow, or red with the reason; the two strongest risk signals and the two strongest healthy signals; what we do not know that we should; and the next three actions with dates. Do not average the signals into a score. Judge them.

Best for repeatable work. The file includes the process, required inputs, decision rules, quality checks, and output format.

---
name: review-customer-health
description: A practical read on one account's renewal risk using the signals you actually have.
license: MIT
metadata:
  author: The Revenue AI Report
  version: 1.0.0
  last-reviewed: 2026-09-04
  source: https://www.therevenueaireport.com/skills/review-customer-health
---

# Review Customer Health

A practical read on one account's renewal risk using the signals you actually have.

## When to use this skill

- 90 to 120 days before any renewal.
- When a champion leaves or usage drops.
- When your health-score tool and your gut disagree.

## Inputs to collect

- Usage or engagement signals you track
- Recent interactions and support history summarized
- Renewal date and contract size

## Process

1. Gather the signals you have. Name the ones you do not.
2. Run the read. Weigh relationship signals against usage signals.
3. Confirm the read with anyone who talked to the account recently.
4. Book the next action with the customer, not just internally.
5. Log what you predicted so you can check accuracy at renewal.

## Decision rules

- A champion departure drops any account to yellow until the new relationship exists.
- Usage up but executive contact dead for a quarter is yellow, not green.
- A red account with renewal inside 90 days gets an executive sponsor this week.

## Output requirements

- Green, yellow, or red with reasons.
- Top risk and health signals.
- Three dated actions, one of them customer-facing.

## Quality checks

- Signals are judged, not averaged into a fake score.
- Unknowns are listed explicitly.
- At least one action involves the customer directly.

## Limitations

- It cannot see signals you do not track, like internal champion politics.
- Health reads decay. A read older than 30 days is history, not current state.

## Example input

Renewal in 100 days at $180k. Usage steady. Champion changed jobs last month. One open support escalation. No executive contact since kickoff.

## Example output

Read: yellow leaning red. Risks: champion gone, no executive relationship, open escalation. Healthy: usage steady, team adoption broad. Unknown: who owns the renewal decision now. Actions: CSM maps the new decision-maker by Friday, executive sponsor intro within two weeks, escalate the support ticket to resolution before any renewal talk.

## Review checklist

- Was the champion question asked explicitly?
- Is at least one action customer-facing?
- Did you log the prediction?

## Works with

- Playbook: Customer health scoring with AI signals (L4) (cs, L4) https://www.therevenueaireport.com/playbooks/cs-health-scoring
- Playbook: AI first-draft renewal briefs (L1) (cs, L1) https://www.therevenueaireport.com/playbooks/cs-renewal-brief-drafts-l1
- Playbook: Support deflection with an audit lane (L5) (cs, L5) https://www.therevenueaireport.com/playbooks/support-deflection-audit-lane-l5
- Tool: Totango (Customer Support & Success) https://www.therevenueaireport.com/tools/totango
- Tool: CustomerSuccessBox (Customer Support & Success) https://www.therevenueaireport.com/tools/customersuccessbox
- Tool: ChurnZero (Customer Success Platform) (Customer Support & Success) https://www.therevenueaireport.com/tools/churnzero-customer-success-platform
- Tool: Vitally (Customer Support & Success) https://www.therevenueaireport.com/tools/vitally
- Tool: Planhat (Customer Support & Success) https://www.therevenueaireport.com/tools/planhat

## Rules of conduct

- Write for a Director, VP, or operator. Short sentences. Explain uncommon terms.
- Separate facts from assumptions. Never hide uncertainty.
- Do not invent numbers, benchmarks, quotes, or customer names.
- Do not send messages, change CRM records, or publish anything unless the user explicitly asks.
- Flag when a decision needs human review.

## Evidence

This skill is grounded in The Revenue AI Report research:
- https://www.therevenueaireport.com/research/trust





Source and updates: https://www.therevenueaireport.com/skills/review-customer-health

1. 1.Gather the signals you have. Name the ones you do not.
2. 2.Run the read. Weigh relationship signals against usage signals.
3. 3.Confirm the read with anyone who talked to the account recently.
4. 4.Book the next action with the customer, not just internally.
5. 5.Log what you predicted so you can check accuracy at renewal.

• A champion departure drops any account to yellow until the new relationship exists.
• Usage up but executive contact dead for a quarter is yellow, not green.
• A red account with renewal inside 90 days gets an executive sponsor this week.

• Green, yellow, or red with reasons.
• Top risk and health signals.
• Three dated actions, one of them customer-facing.

Renewal in 100 days at $180k. Usage steady. Champion changed jobs last month. One open support escalation. No executive contact since kickoff.

Read: yellow leaning red. Risks: champion gone, no executive relationship, open escalation. Healthy: usage steady, team adoption broad. Unknown: who owns the renewal decision now. Actions: CSM maps the new decision-maker by Friday, executive sponsor intro within two weeks, escalate the support ticket to resolution before any renewal talk.

• Was the champion question asked explicitly?
• Is at least one action customer-facing?
• Did you log the prediction?

What does the Review Customer Health skill do?

A practical read on one account's renewal risk using the signals you actually have.

Who is the Review Customer Health skill for?

Customer Success, Sales Leader. It sits at the start here level and takes about 15 minutes per account.

What do I need before I start?

Collect these first: Usage or engagement signals you track; Recent interactions and support history summarized; Renewal date and contract size.

What is the difference between the quick prompt and the SKILL.md file?

The quick prompt is for one task. Copy it, add your information, run it. The SKILL.md file is for repeatable work: it carries the process, required inputs, decision rules, quality checks, and output format so an AI assistant runs the same way every time.

What should I check before trusting the output?

Was the champion question asked explicitly? Is at least one action customer-facing? Did you log the prediction?

Is it free to use?

Yes. Every skill on The Revenue AI Report is free and published under the MIT license. Attribution is welcome, not required.

• It cannot see signals you do not track, like internal champion politics.
• Health reads decay. A read older than 30 days is history, not current state.

Run the skill, then roll it out with a playbook. Vendor links are supporting context, not a recommendation.

• Playbook: Customer health scoring with AI signals (L4) (cs, L4 L4 Orchestrated)
• Playbook: AI first-draft renewal briefs (L1) (cs, L1 L1 Starter)
• Playbook: Support deflection with an audit lane (L5) (cs, L5 L5 Autonomous)
• Tool: Totango (Customer Support & Success)
• Tool: CustomerSuccessBox (Customer Support & Success)
• Tool: ChurnZero (Customer Success Platform) (Customer Support & Success)
• Tool: Vitally (Customer Support & Success)
• Tool: Planhat (Customer Support & Success)

• Research: trust