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A customer health score template you can copy into a spreadsheet today

By Draft First, October 2026

If you want the reasoning behind health scores, read how to build a customer health score. This page is the template: the columns, the rules and the actions, ready to drop into a spreadsheet or your CRM.

The columns

Account | Owner | Renewal date | Usage | Breadth | Support | Sponsor | Goals | Overall | Why | Next step | Updated

The rules for each signal

Usage    Green: at or above expected for their size
         Yellow: down 10 to 20% over 30 days
         Red: down more than 20%, or below half of expected
Breadth  Green: most licensed teams active
         Yellow: one key team inactive
         Red: only the champion's team uses it
Support  Green: normal volume, no open Sev1/2
         Yellow: volume up 50%, or a Sev2 open over 3 days
         Red: open Sev1, or repeated escalations
Sponsor  Green: exec contact in the last 60 days
         Yellow: 60 to 120 days
         Red: over 120 days, or sponsor left
Goals    Green: on track for what they bought it for
         Yellow: behind, with a plan
         Red: behind, no plan, or goals unknown

Adjust the numbers to your business. The point is that every color has a written rule, so two CSMs score the same account the same way.

The overall color

• Red if two or more signals are Red.
• Yellow if one is Red or two or more are Yellow.
• Green otherwise.

The "Why" column holds the worst two signals in plain words: "Sponsor silent 5 months, usage down 25%." Try the rule on one account with the free health score calculator.

Actions per color

• Yellow: CSM reviews within a week and fills in Next step.
• Red: a plan with an owner and date within 3 days. Team lead informed.
• Red three weeks running: goes to the leadership review.

Weekly review

Sort by Overall, then by renewal date. Spend the meeting on Reds and new Yellows only. Anything not updated in 14 days counts as unknown, which is its own warning sign.

Filling it with AI

Weekly, for each account in [CRM view], score Usage, Breadth, Support,
Sponsor and Goals using these rules: [paste rules]. Use only [usage
report, tickets, CRM contacts, success plans]. Fill the Why column with
the worst two signals and their sources. Leave Next step blank for the
CSM. List accounts with missing data. Never edit the CRM directly.

Pair it with the weekly churn risk review.

Questions

What should a customer health score template include?

Columns for each signal, written Green, Yellow and Red rules, an overall color, the reason and a next step.

How is the overall health color decided?

A simple rule works best: two Reds make it Red, one Red or two Yellows make it Yellow.

How often should health scores be updated?

Weekly. Anything not updated in 14 days should count as unknown.