Account Health & Auto-Triage

Overview

Account Health in SalesOS provides a comprehensive, real-time assessment of every customer relationship. By aggregating signals from engagement patterns, support interactions, product usage, sentiment scores, and renewal timelines, the system assigns each account a health score that helps customer success teams prioritize their time and intervene before churn occurs.

The Auto-Triage system extends this capability by automatically detecting declining accounts and initiating remediation workflows — alerting the right people, creating save plans, and escalating critical situations without waiting for a human to notice the warning signs.

Health Score Components

The account health score is a weighted composite of multiple signal categories. Each component contributes to the overall score on a 0-100 scale.

Engagement Score

Measures how actively the account interacts with your team and platform:

• Email open and reply rates
• Meeting frequency and attendance
• Login frequency and session duration
• Feature adoption breadth
• Content consumption (help docs, webinars, training)

Support Ticket Activity

Evaluates the volume, severity, and resolution time of support interactions:

• Number of open tickets
• Average resolution time
• Ticket severity distribution
• Escalation frequency
• Customer satisfaction (CSAT) on resolved tickets

Product Usage

Tracks how deeply the account uses your product relative to their plan:

• Daily/weekly active users vs licensed seats
• Feature utilization percentage
• API call volume trends
• Data volume and growth
• Integration health (connected vs disconnected)

NPS and Sentiment

Incorporates direct feedback and inferred sentiment:

• Most recent NPS score
• NPS trend (improving, stable, declining)
• Sentiment from support conversations
• Sentiment from email communications
• Survey response rates (non-response is a negative signal)

Renewal Proximity

Factors in how close the account is to their renewal date:

• Days until renewal
• Renewal amount relative to account lifetime value
• Historical renewal behavior (on-time, late, contested)
• Expansion vs contraction signals
• Multi-year vs annual contract type

Stakeholder Changes

Monitors the stability of the buying committee and key contacts:

• Champion departure or role change
• Executive sponsor turnover
• New decision-maker introduction
• Contact bounced emails (departed company)
• Reduction in engaged contacts

Health Tiers

Based on the composite score, accounts are classified into five tiers:

Tier thresholds are configurable per organization. You can adjust boundaries to match your customer base characteristics and risk tolerance.

Accessing Account Health

Health Dashboard

Navigate to Accounts > Health Dashboard to see a portfolio-level view:

• Distribution chart — shows how many accounts fall in each health tier
• Trend graph — tracks the overall portfolio health score over time
• Movers list — accounts that moved up or down a tier in the past 7/30 days
• Segment breakdown — health distribution by customer segment, tier, or industry
• Team view — health metrics grouped by account owner or CSM

Per-Account Health View

On any individual account record, the Health tab displays:

• Current composite score with tier classification
• Component-level breakdown with individual scores
• Score trend over the past 3, 6, and 12 months
• Key contributing factors (positive and negative)
• Recent signals that moved the score
• Active triage actions (if any)
• Recommended next steps

Health in List Views

Account list views include a Health column showing the tier indicator (colored dot or label). You can sort and filter accounts by health tier to quickly surface those needing attention.

Trends Over Time

SalesOS stores daily health score snapshots for every account, enabling rich trend analysis:

• Score trajectory — line chart showing score movement over weeks and months
• Component trends — individual signal categories plotted over time to identify which area is driving changes
• Velocity indicators — rate of score change (rapidly declining vs slowly eroding)
• Seasonal patterns — identify accounts that dip during certain quarters due to budget cycles or staffing changes
• Cohort analysis — compare health trajectories of accounts acquired in the same period

Trend data helps distinguish between temporary dips (a key contact on vacation) and structural decline (fundamental disengagement).

Auto-Triage System

The Auto-Triage system continuously monitors health scores and automatically initiates intervention workflows when predefined conditions are met. It eliminates the delay between problem detection and response.

How Auto-Triage Works

1. Detection — The system identifies accounts whose health score drops below a threshold or declines by more than a configurable number of points within a time window.
2. Classification — The decline is categorized by primary driver (engagement, support, usage, sentiment, stakeholder).
3. Action Selection — Based on the severity and driver, the system selects the appropriate response from your configured playbook.
4. Execution — The selected actions are triggered automatically (alerts, tasks, sequences, escalations).
5. Tracking — All triage actions are logged and tracked to resolution.

Triage Trigger Conditions

Configure triggers in Settings > Account Health > Auto-Triage Rules:

Triage Actions

When a trigger fires, the system can execute one or more of the following actions:

Alert

Send immediate notifications to the account owner, CSM, or manager via email, Slack, or in-app notification. Alerts include the account name, current score, decline magnitude, and primary contributing factors.

Create Save Plan

Automatically generate a structured save plan based on the decline driver. The plan includes recommended actions, suggested timeline, and success metrics. Save plans appear on the account record and in the CSM's task queue.

Escalate

Route the account to a manager or executive for review. Escalation triggers when the score drops into Critical tier or when a save plan has been active for a configurable period without improvement.

Trigger Sequence

Enroll the account's key contacts in a re-engagement sequence: check-in emails, value reminder messages, executive outreach, or renewal discussion invitations.

Create Task

Generate specific tasks for the account team: schedule a QBR, conduct a health check call, perform a product training session, or review the support ticket backlog.

Reassign

Transfer the account to a different CSM or specialist when the current owner has not resolved the triage within the expected timeframe.

Save Plan Templates

SalesOS provides configurable save plan templates organized by decline driver:

Engagement Decline Plan

• Day 1: CSM sends personal check-in email
• Day 3: Schedule a value realization call
• Day 7: Share relevant success stories and new feature announcements
• Day 14: Executive sponsor outreach
• Day 21: Offer a complimentary training session

Support Escalation Plan

• Immediate: Escalate open tickets to senior support
• Day 1: CSM acknowledges issues and communicates resolution timeline
• Day 3: Schedule technical review call
• Day 7: Deliver root cause analysis and prevention plan
• Day 14: Follow up on satisfaction with resolution

Usage Decline Plan

• Day 1: Analyze usage data to identify abandoned features
• Day 3: Send personalized adoption recommendations
• Day 7: Offer guided onboarding for underutilized features
• Day 14: Schedule product roadmap preview
• Day 21: Discuss whether current plan meets needs

Stakeholder Change Plan

• Immediate: Research new stakeholders via LinkedIn and enrichment
• Day 1: Account owner sends introduction email to new contacts
• Day 3: Schedule introductory meeting with new decision-maker
• Day 7: Deliver value summary tailored to new stakeholder's priorities
• Day 14: Confirm continued executive sponsorship

Health by Segment

The segmented health view reveals patterns across your customer base:

By Customer Tier

Compare health distributions across Enterprise, Mid-Market, and SMB accounts. Enterprise accounts may have more stakeholder risk; SMB accounts may show more usage volatility.

By Industry

Identify whether certain industries trend healthier than others. Regulatory changes, seasonal patterns, or product-market fit gaps may explain systematic differences.

By Tenure

Analyze health by account age. New accounts in their first 90 days often show dips as they onboard; mature accounts may decline slowly due to complacency in engagement.

By ARR Band

Higher-ARR accounts may warrant different thresholds and more aggressive triage than smaller accounts. Segment your portfolio to allocate attention proportionally to revenue impact.

Predictive Churn Indicators

Beyond the current health score, SalesOS identifies predictive indicators that correlate with future churn based on historical patterns:

• Multi-threading collapse — when engaged contacts drop from 5+ to 1-2
• Usage cliff — sudden 50%+ drop in weekly active users
• Support silence — an account that previously filed tickets stops entirely (may indicate they have given up)
• Meeting avoidance — declined or cancelled QBRs and check-ins
• Competitor signals — visits to competitor pages or mentions in communications
• Invoice disputes — payment delays or billing inquiries after previously clean history
• Feature regression — stops using features they previously adopted

Each indicator carries a churn probability multiplier that adjusts the overall risk assessment.

Configuring Weights and Thresholds

Admins can customize the health scoring model in Settings > Account Health > Score Configuration:

Component Weights

Adjust how much each signal category contributes to the composite score:

Weights must sum to 100%. Adjust them based on which signals are most predictive for your customer base.

Scoring Thresholds

Define what constitutes a good, neutral, or bad signal within each component. For example:

• Engagement: Daily login = 100 points, weekly = 70, monthly = 40, none in 30 days = 10
• Support: 0 open tickets = 100, 1-2 = 80, 3-5 = 50, 6+ = 20
• Usage: >80% seat utilization = 100, 50-80% = 70, 25-50% = 40, <25% = 15

Tier Boundaries

Adjust the score ranges that define each health tier to match your portfolio's distribution and operational capacity.

Integration with Other Modules

Account health integrates throughout SalesOS:

• Renewal Management — health score appears on renewal records and influences renewal likelihood forecasts
• Expansion Opportunities — thriving accounts surface as upsell/cross-sell candidates
• Executive Briefings — health trends included in automated executive summaries
• Forecasting — health-adjusted renewal probability feeds into revenue forecasts
• Deal Rooms — at-risk indicators visible to the full account team

Best Practices

• Calibrate weights with historical data. Analyze churned accounts from the past year to determine which signal categories were most predictive, then weight accordingly.
• Set different thresholds by segment. Enterprise and SMB accounts behave differently. A 3-person startup logging in weekly is healthy; a 500-seat enterprise with 5 daily logins is not.
• Act on trends, not snapshots. A score of 60 that was 80 last month is more concerning than a score of 55 that has been stable for six months.
• Keep save plans short and actionable. Plans with more than 5-7 steps over 3 weeks tend to lose momentum. Focus on high-impact interventions.
• Review triage effectiveness monthly. Track what percentage of triaged accounts recover vs churn. Refine your playbooks based on what actually works.
• Involve the whole account team. Health is not just the CSM's responsibility. Sales, support, product, and executives all influence account outcomes.
• Do not over-automate. Auto-triage should handle detection and initial response, but complex situations require human judgment. Use automation to alert and prepare, not to replace relationship management.
• Communicate health internally before externally. Ensure your team is aligned on the account's status and plan before reaching out to the customer.
• Update stakeholder maps regularly. Stakeholder changes are among the strongest churn predictors. Make it a habit to verify contacts quarterly.
• Celebrate recoveries. When a save plan succeeds and an account returns to Healthy status, acknowledge the team's effort and document what worked for future playbooks.