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account-health-framework skill

/plugins/account-management/skills/account-health-framework

This skill scores accounts, flags risks, and standardizes remediation triggers to drive proactive outreach and executive alignment.

npx playbooks add skill gtmagents/gtm-agents --skill account-health-framework

Review the files below or copy the command above to add this skill to your agents.

Files (2)
SKILL.md
1.2 KB
---
name: account-health-framework
description: Use to score accounts, flag risks, and standardize remediation triggers.
---

# Account Health Framework Skill

## When to Use
- Building dashboards or scorecards for CS/account management reviews.
- Triggering proactive outreach based on usage, sentiment, or commercial shifts.
- Aligning leadership on what defines green/yellow/red customers.

## Framework
1. **Signal Library** – define categories (product usage, support, sentiment, executive alignment, commercial).
2. **Weighting & Thresholds** – assign weights and thresholds per segment/tier.
3. **Automation Hooks** – map scores to alerts, workflows, and CRM fields.
4. **Play Mapping** – connect each tier to recommended plays and owners.
5. **Review Cadence** – set refresh frequency, calibration sessions, and feedback loops.

## Templates
- **Health Scorecard**: See `assets/health_scorecard.md` for calculation and components.
- **Risk/opportunity matrix** with recommended plays.
- **Alert + workflow checklist** for RevOps.

## Tips
- Tune weights by segment to avoid false positives.
- Include qualitative inputs (exec sentiment, champion strength) to supplement data.
- Audit data sources quarterly to maintain trust in the score.

---

Overview

This skill scores customer accounts, flags risks, and standardizes remediation triggers across GTM workflows. It provides a structured framework to combine product usage, support activity, sentiment, executive alignment, and commercial signals into a single account health model. The goal is consistent prioritization and automated play execution for sales, customer success, and RevOps.

How this skill works

The skill defines a signal library that categorizes inputs (usage, support, sentiment, alignment, commercial) and normalizes them into score components. It applies configurable weights and thresholds per segment or tier to compute a composite health score and assign color-coded states. Automation hooks map states to alerts, CRM fields, and workflow triggers, while play mapping recommends concrete actions and owners. A review cadence drives score refreshes, calibration, and data audits.

When to use it

  • Building account health dashboards or scorecards for reviews
  • Triggering proactive outreach from usage, sentiment, or commercial shifts
  • Standardizing what constitutes green/yellow/red accounts across teams
  • Mapping automated alerts to workflows and CRM fields
  • Aligning leadership and CS on remediation priorities

Best practices

  • Define a clear signal taxonomy and ensure each signal has a reliable data source
  • Tune weights and thresholds by segment to reduce false positives
  • Include qualitative inputs (exec sentiment, champion strength) to supplement quantitative data
  • Map each health tier to specific plays and named owners for faster action
  • Audit data sources quarterly and run calibration sessions with stakeholders

Example use cases

  • Weekly account health report for CSMs and managers with recommended plays
  • Automated workflow: low usage + escalated support -> RevOps ticket + CSM outreach
  • Executive briefing list showing at-risk customers with commercial exposure
  • Trigger contract renewal risk flag when commercial and sentiment signals decline
  • Segmented weighting: enterprise accounts emphasize executive alignment and commercial signals

FAQ

Can weights and thresholds differ by segment?

Yes. Configure weights and thresholds per segment or tier to reflect differing risk profiles and business impact.

How often should scores refresh?

Refresh cadence depends on signal volatility; common cadences are daily for usage and weekly for sentiment, with quarterly calibration sessions.