---
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