ARR
$32k
Renewal
Sep 9, 2026 · 1d
CSM Owner
Health Score · 30d
ARR
$32k
NPS Score
2
Detractor
Open Tickets
9
9 open issues
Days to Renewal
1
1d remaining
Schedule executive escalation call
Due Aug 3 · overdue
Deliver written remediation plan
Due Aug 12 · overdue
Resolve all open P1 tickets
Due Aug 15 · overdue
Re-establish weekly check-in cadence
Due Aug 20 · overdue
Chris Morgan
CEO
Departed
Amanda Torres
Director of Operations
No goals defined yet.
MRR
$900/mo
Plan
Starter
Ends
Aug 15, 2026
Renewal — At Risk
Close Jul 26, 2026 · overdue
Downgrade Consideration
Close Sep 9, 2026
Rachel Green
Procurement Manager
Renewal — Overdue Follow-up
Close Jul 31, 2026 · overdue
Downgrade Discussion
Close Sep 4, 2026 · overdue
Helen Park
Procurement Lead
Renewal — Overdue Follow-up
Close Jul 31, 2026 · overdue
Downgrade Discussion
Close Sep 4, 2026 · overdue
Helen Park
Renewal risk, expansion signals, payment health
NPS trend, survey responses, stakeholder mood
Ticket volume, CSAT, resolution time
Login frequency, session length, team activity
Feature usage, DAU/MAU ratio, activation depth
Urgent check-in call — customer flagged concerns about ROI and team adoption. Escalated to manager.
Follow-up on open support tickets. Customer frustrated with resolution time.
[Fathom] Customer raised significant concerns about platform reliability. Reported three dashboard load failures in the past two … Action items: • Escalate to engineering within 24 hours • Send written remediation plan by Friday • Schedule exec check-in for next week
[Fathom] Difficult follow-up call — customer reiterated concerns from last month. Two junior users have stopped logging in. Champ… Action items: • Prepare feature comparison vs competitor • Escalate to VP of CS for next call • Document all open issues for weekly review
Executive alignment meeting. VP expressed concern about contract renewal pending issue resolution.
Called to discuss low NPS score submitted last week. Identified three product gaps.
P1 outage reported — impacting 80% of their users. War room opened.
Sent remediation plan following last week's incidents. Awaiting customer sign-off.