Risk Assessment

Goal

Produce a structured health risk assessment for a given account that scores churn signals by severity and pairs each with a concrete mitigation action.

Trigger

Invoke when a CSM or AE needs a snapshot of account health before a QBR, renewal discussion, escalation, or when usage or sentiment signals show concern.

Steps

1. 1

   Using your connected tools (for example the CRM account record, call transcripts from Gong or similar, recent support tickets, product usage analytics, and email threads), gather everything relevant to $account_name: contract value, renewal date, usage trends, open tickets, stakeholder changes, NPS or CSAT scores, and recent sentiment. If a needed tool isn't connected, ask the user to paste what's available.

   • □Renewal date and contract value retrieved
   • □Usage trend data (last 30–90 days) captured
   • □Recent support tickets and sentiment signals noted
2. 2

   Identify all churn and health risk signals present in the gathered data. Categorize each signal into one of four types: Adoption (low usage, feature abandonment), Relationship (champion departure, unresponsive contacts), Support (high ticket volume, unresolved escalations), and Commercial (budget freeze, downsell request, late payment).

   • □All four signal categories considered
   • □At least one signal documented per category where evidence exists
3. 3

   Score each identified risk signal on a three-point severity scale: Low (early warning, no immediate action), Medium (active concern, monitor closely), or High (urgent, churn risk within 90 days). Justify each score with one sentence of supporting evidence from the data gathered.

   • □Every signal has a severity level assigned
   • □Each score is backed by a specific data point
4. 4

   Derive an overall Account Health Score — Red (High risk), Yellow (Medium risk), or Green (Healthy) — based on the distribution and severity of signals. Weight High-severity signals most heavily. State the primary driver of the overall score in one sentence.

   • □Overall score is Red, Yellow, or Green
   • □Primary driver clearly stated
5. 5

   For each High and Medium severity signal, write a specific mitigation action: who should take it (CSM, AE, Support, Exec), what the action is (e.g., schedule executive sponsor call, offer adoption workshop, escalate ticket to engineering), and the recommended timeline (within 7 days, 30 days, etc.).

   • □Every High-severity signal has a mitigation action
   • □Every Medium-severity signal has a mitigation action
   • □Owner and timeline specified for each action
6. 6

   Compile the full risk assessment into a clean, scannable summary: account name and renewal date at the top, overall health score, a risk signal table with type/severity/evidence, and a prioritized mitigation action plan sorted by urgency. Flag any signals that require escalation to leadership.

   • □Summary is self-contained and shareable
   • □Mitigation actions sorted by urgency
   • □Escalation flags clearly marked

Output format

Deliver a structured report with five sections: (1) Account Snapshot — name, renewal date, contract value; (2) Overall Health Score — Red/Yellow/Green with primary driver; (3) Risk Signal Table — columns for Signal, Category, Severity, and Evidence; (4) Mitigation Action Plan — table with Signal, Owner, Action, and Timeline sorted by urgency; (5) Escalation Flags — bullet list of any items requiring leadership attention.