Accounts slip into red silently.

Actions are ad hoc, late, and inconsistent. You need a clockwork 30-day rhythm that drives saves, not status updates.

Minimum Inputs

• Health score (or interim risk signals), ARR band, exec contact, renewal date

• Top risks (3 max), current milestone, success plan status → keep this current with the Customer Success Plan Template and the deeper guide on plans: Master Customer Success Plans

• Owner: CSM; Escalation: CS Lead; Partner: AE/AM + Product as needed

Play (Weeks 1–2 public)

Week 1 — Triage & plan

Confirm the root risk (adoption gap, value not measured, wrong champion, ROI unseen).

Define exit criteria (what makes this account Yellow/Green again). Book the executive reset for Week 2; align the internal team.

If you don’t have clean signals feeding this, wire it to your health score: Health Score That Predicts Renewals.

Week 2 — Executive reset

Objective: one business outcome and one near-term milestone everyone signs.

Get a visible “value receipt” commitment (metric, owner, date—e.g., “20 users completing Workflow X weekly by Day 21”).

Use these structures to keep it strategic, not tactical: QBR Frameworks: Turn Updates into Strategic Growth.

Confirm the weekly cadence and a decision checkpoint at Day 28–30.

Related: Feed this rhythm from New Red alerts so Week-1 triage triggers automatically—see the operating rules inside the Health Score playbook.

Need the email scripts, exec agenda, tracker, and recap templates that make teams follow through? They’re below.

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Your “health score” tracks activity, not value moments. It can’t predict renewals, so you chase noise and miss real risk.

Minimum Inputs

• Last 3–4 quarters of renewals (win/loss) with ARR

• Segment (SMB/MM/ENT), product plan, contract dates

• Candidate value metrics (3–7): activated use-cases, key feature adoption, workflow completions, automations run, exec logins tied to outcomes

• Owner: CS Ops (build), CS Lead (rollout), CSMs (actions)
  Tip: if you’re still defining core product events, start with this 7-day CS foundation to log the signals that feed a real score.

The 5-Step Play (1–2 public)

1. Shortlist value signals (not vanity).

Keep metrics tied to outcomes or $$ impact:

• “workflows automated/week,”

• “data syncs to CRM,”

• “% seats hitting outcome benchmark.”

Kill logins/pageviews/generic NPS.

2. Backtest every signal.

Split accounts into top/bottom quartiles over a 90-day window.

Compare renewal rates and ACV retained.

Keep signals with clear lift (e.g., +12–20 pts renewal in top quartile).

Need baseline math while you build? Use the NRR Guide and the NRR Calculator to sanity-check retention/expansion effects.

Related: Run this alongside your 30-Day At-Risk Rhythm so red/yellow accounts trigger action fast. 30-Day “At-Risk” Operating Rhythm (publishing next).

Want steps 3–5 plus the scoring formula, normalization, and a plug-and-play backtest calculator (GSheet)? Templates below.

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