What is Health?
Written By GoCSM
Last updated About 6 hours ago
Overview
Health helps you understand how well your clients are performing across all sub-accounts.
Instead of checking multiple data points manually, Account Health brings everything into one unified view so you can quickly identify risks, opportunities, and trends.
It is designed to help you:
Detect churn risks early
Prioritize accounts that need attention
Identify growth and upsell opportunities
Make faster, data-driven decisions
What is the Account Health Score?
The Account Health Score is a number from 0 to 100 assigned to each sub-account. This score represents the overall health of the account based on product usage, revenue activity, engagement, and customer feedback.
Health Bands
Each account is grouped into a health band based on its score:
What Goes Into the Score?
The score is calculated using four key pillars:
Product Adoption
Measures how well clients are set up and actively using the platform across three sub-scores: Infrastructure (feature activation), Growth (new contact activity), and Usage (how actively features are being used). The weight of each sub-score shifts automatically depending on how long the account has been active.
Revenue Intelligence
Tracks the financial health of an account across three sub-scores: usage-based revenue trends, payment reliability, and plan or add-on changes. Payment issues are weighted heavily. A recent failed payment applies a penalty on top of the proportional reduction.
Login Activity
Measures whether the right people are actively logging in. Account owners and key users are scored separately. Inactive regular users reduce the overall login score, so an account can score poorly on Login even if the owner is logging in regularly.
Customer Sentiment
Captures how clients feel based on ratings and feedback submitted over the past 30 days. Owner feedback carries the most weight. If some roles do not submit feedback, their weight is redistributed to those who do meaning a single negative rating from an Owner has greater impact when Key Users have not responded.
Why Account Health Matters
Account Health gives you a proactive approach to managing customers. Instead of reacting when a client churns, you can:
Spot early warning signs
Take action before issues escalate
Focus on the accounts that matter most
How to Use Account Health Effectively
Think of Account Health as your daily command center, not just a reporting tool.
Start with Risk Triage (Daily)
Every day:
Go straight to At Risk accounts
Identify the top 3 to 5 accounts with declining trends, revenue impact, or recent negative signals
Focus on what changed, not just the score
Example actions:
Drop in login activity → reach out to the account owner
Payment issues → coordinate with billing immediately
Usage decline → schedule a quick strategy call
Diagnose Before Acting
Do not act on the score alone. Break it down by pillar:
Low Product Adoption → onboarding or feature gap
Low Revenue → downgrade or payment issue
Low Login → disengaged decision-makers
Low Sentiment → unhappy client
This helps you avoid generic outreach and be specific.
Turn Signals into Actions
For each risk, assign a clear next step:
Book a call with the owner
Send a feature activation checklist
Review plan and pricing
Health is only useful if it leads to action.
Build a Weekly Growth Loop
Once risks are handled:
Review Healthy accounts for early warning signs
Identify Thriving accounts for upsells, testimonials, and case studies
How Your Account Health Score is Calculated
Your Account Health Score is designed to give you a clear, reliable picture of how each client is doing. You do not need to calculate anything manually. The system automatically combines key signals into one score from 0 to 100.
This article explains how that score works in detail.
The Formula
The final score combines all four pillars using their configured weights:
Health Score = (Product Adoption × 40%) + (Revenue × 30%) + (Login × 10%) + (Sentiment × 20%)
Example: An account with scores of 80 (Adoption), 70 (Revenue), 60 (Login), and 90 (Sentiment) produces a final score of 77 is Healthy.
Pillar 1 — Product Adoption (40%)
Product Adoption is the largest pillar and the most important one to understand. It measures whether clients are set up and actively using the platform. It is built from three sub-scores, and their relative weights shift automatically as accounts age.
Sub-Score Weights by Lifecycle Stage
This means a score change with no obvious trigger is often explained by a lifecycle transition. For example, an account moving from Onboarding to Growth will see Infrastructure become less influential and Usage become more important, even if nothing else changes.
Infrastructure
Checks whether required features have been activated. There are 9 trackable features:
Contacts
Workflows
Calendars
Payments products
Phone Numbers
Conversations
SMS
Custom Menu Links
Email Domains
You choose which features are required for each client. The Infrastructure score is the percentage of required features that have been activated.
Example: If 4 out of 9 selected features are activated, the Infrastructure score is 44.44%.
Note: If no features are selected, the Infrastructure score defaults to 0, not neutral.
Growth
Checks whether the account is adding new contacts. The comparison method adapts to account age:
New accounts are measured week-over-week
Mature accounts are measured month-over-month
Usage
Checks whether activated features are actually being used. Each feature receives a velocity score calculated as current activity divided by its historical baseline, mapped to a 0–100 scale (capped at a 3.0 ratio so exceptional usage cannot inflate scores without limit).
Features are combined using priority multipliers you configure:
Priority affects Usage scoring only. It does not affect Infrastructure scoring.
Pillar 2 — Revenue Intelligence (30%)
Revenue Intelligence tracks the financial health of an account using three sub-scores:
Usage-Based Revenue
Compares the last 30 days of billable usage against prior months. New accounts receive a score of 100 for the first 30 days (grace period). Accounts with no usage data after the grace period default to 50 (neutral).
Payment Reliability
Based on on-time payment behavior over the past 180 days. A recent failed payment triggers a double penalty: 20 points are deducted first, then the remaining score is halved. This is intentional. It creates urgency and explains why a single recent failure causes a larger score drop than the proportional reduction would suggest.
If no payment data exists (no failures on record), the score defaults to 100.
Plan & Add-on Changes
Tracks recent plan upgrades or downgrades (weighted at 60%) and changes in add-on spending versus the prior 30 days (weighted at 40%). If no plan changes have occurred, this sub-score defaults to 50 (stable).
Pillar 3 — Login Activity (10%)
Login Activity measures whether the right users are active, not just any user. Each user type is scored differently, and the final score is a simple average across all users.
The drag-down mechanic for inactive regular users is worth understanding: an account where the owner logs in consistently can still score poorly on Login if several regular users are inactive. This explains what might otherwise look like an unexpected Login drop.
Accounts fewer than 14 days old have Login scores suppressed. There is not enough data to score meaningfully.
Pillar 4 — Customer Sentiment (20%)
Sentiment measures how clients feel about your service based on emoji ratings and star ratings submitted in the past 30 days. Ratings are converted to a 0–100 scale (5 stars = 100, 3 stars = 60, 1 star = 20).
Role-Based Weighting
If some roles do not submit feedback, their weight is redistributed proportionally among those who do. For example, if only the Owner and Key Users respond, the Owner's weight becomes approximately 59% and Key Users approximately 41%. This means an Owner's negative rating has outsized impact when Key Users have not responded.
Role identification is based on email matching. Unknown emails are classified as Other.
Important: If no sentiment data exists, the Sentiment score defaults to 0, not a neutral value. This is why accounts with no feedback score lower than expected on this pillar.
How the System Handles New Accounts (Maturity Stages)
The system uses different trend methods depending on account age to avoid penalizing accounts that have not had enough time to build reliable data:
This applies to Login and Growth scoring. Revenue uses its own grace period rule: new accounts receive a Revenue score of 100 for the first 30 days.
Knowing which stage an account is in explains why a 3-week-old account looks different from a 6-month-old one, even with similar activity levels.
What Happens When Data Is Missing
The system uses defined defaults rather than marking accounts as At Risk when data is unavailable:
The Sentiment and Infrastructure defaults are especially important to note: both are 0, not neutral. An account with no feedback or no required features configured will score 0 on those sub-scores, which can lower the overall Health Score significantly.
Score Mechanics Worth Knowing
Three additional rules affect how scores behave over time:
Movement Cap (±25/month): Scores cannot change by more than 25 points in a single month. This prevents a catastrophic event from immediately crashing a score to 0, and it also means recovery takes time even after issues are resolved.
Structural Weakness (score cap at 35): Certain conditions cap the maximum possible score at 35, regardless of other pillar performance. If an account is capped, no amount of improvement in other areas can raise it above that threshold until the underlying issue is addressed.
CVR capped at 3.0: The velocity ratio used for Usage scoring maxes out at 3.0. Exceptional feature usage cannot inflate scores without limit.
When Scores Update
Health Scores update daily at 3:00 AM. If you are reviewing scores before that time, you are looking at the previous day's data.
AI Insights update weekly on Sundays.
Manual recalculation is also available at any time from the account detail view, with real-time progress shown during the calculation.
How to Use This Without Overthinking It
You do not need to memorize the formula. Focus on how to use the score.
Look at Trends, Not Just the Number
A score dropping from 75 to 60 matters more than a steady 60. Watch for sudden drops and consistent decline.
Check What Changed
If a score drops, look at the pillar breakdown:
Usage issue → Product Adoption
Payment issue → Revenue
No logins → Login Activity
Bad feedback → Sentiment
Take One Clear Action
Low usage → schedule a quick training
Payment issue → follow up with billing
Low logins → reach out to the account owner
Negative feedback → address concerns directly
Use It as a Guide, Not a Rule
The Health Score helps you prioritize, but it does not replace your judgment. If something feels off, investigate further.