Risk Assessment

Goal

Produce a structured account health risk assessment that scores churn signals by severity and delivers a concrete mitigation plan for each identified risk.

Trigger

Invoke when an CSM needs to evaluate an account before a QBR, after a support escalation, at renewal, or when usage drops are detected.

Steps

1. 1

   Analyze the account data below and extract all observable signals across these dimensions: product usage trends, support ticket volume/sentiment, NPS or CSAT scores, stakeholder engagement, contract value and renewal timeline, and any recent escalations or executive changes. $account_data

   • □All six signal dimensions are reviewed
   • □Both quantitative metrics and qualitative notes are captured

   Analyze the account data below and extract all observable signals across these dimensions: product usage trends, support ticket volume/sentiment, NPS or CSAT scores, stakeholder engagement, contract value and renewal timeline, and any recent escalations or executive changes.
   
   $account_data

2. 2

   Score each identified signal on a 3-tier severity scale: Critical (likely churn within 90 days), At-Risk (churn possible within 6 months), or Healthy (no immediate concern). Assign a severity label and a 1–2 sentence rationale for each signal.

   • □Every extracted signal from Step 1 receives a severity label
   • □Rationale is specific to the signal, not generic
3. 3

   Calculate an overall Account Health Score by weighting the severity distribution: Critical signals carry 3x weight, At-Risk carry 1.5x, Healthy carry 1x. Output a score from 0–100 and a corresponding health tier: Red (0–40), Yellow (41–70), Green (71–100).

   • □Weighting logic is applied correctly
   • □Final score and tier label are clearly stated
4. 4

   For each Critical and At-Risk signal, generate a specific mitigation action: identify the recommended action, the internal owner role (e.g., CSM, AE, Support Lead), a suggested timeline, and the success metric that would indicate resolution.

   • □Every Critical and At-Risk signal has a mitigation action
   • □Each action includes owner, timeline, and success metric
5. 5

   Summarize the full assessment into an executive brief of 3–5 sentences covering: the account's overall health tier, the top 1–2 risks driving the score, and the single highest-priority action the team should take this week.

   • □Brief is under 5 sentences
   • □Highest-priority action is explicit and actionable

Output format

Structure the response in clearly labeled sections: (1) Signal Inventory table with columns for Signal, Dimension, and Severity; (2) Account Health Score with tier label and weighting breakdown; (3) Mitigation Plan table with columns for Signal, Action, Owner, Timeline, and Success Metric; (4) Executive Brief as a short paragraph. Use plain language suitable for a CSM to share directly with their manager.