Our approach
The rubric behind every score, alert, and QBR brief.
5 inputs, 1 weighted formula, 1 score, 1 band — alerts fire on watchlist / at-risk only.
Five signals, not one gut check
Product adoption
Are they actually using it?
Depth & breadth of usage
Engagement
Is the relationship still alive?
Contact cadence & stakeholder breadth
Support
How much friction are they hitting?
Ticket volume, severity, resolution
Sentiment
How do they feel about it?
Tone from calls, convos, NPS
Commercial
Where is the account heading?
CRM stage, billing, renewal posture
One score, three bands — fixed forever
Fixed platform-wide — never tunable per workspace.
At risk
Below 60
Watchlist
60–79
Healthy
80+
Metrics older than 60 days decay to half weight — stale data isn't healthy, it's unmeasured.
What's fixed, what's configurable
The definition of "healthy" never moves — which signals earn it can.
Fixed for every workspace
- Health score bands (80 / 60 / below)
- The five metric categories
- The five alert types
- Expansion is CRM-signaled, never inferred
Configurable per workspace
- Weight given to each signal
- Renewal-window lookahead
- No-contact threshold
- Health-drop sensitivity
Alerts are a triage rubric, not a notification feed
5 fixed alert types, severity-sorted — not chronological.
Urgent support ticket
Critical— Open P1 — skips the queueHealth score dropped
Sharp drop, same-week check-in
Renewal window
Unsigned, inside the window
Champion or exec departed
Best-documented churn predictor
No contact
Medium— At-risk account, gone quietExpansion is a different question than "healthy"
A high score means not-at-risk, not ready-to-expand — expansion is set only from an explicit CRM signal, never inferred from health.