The Configure section in GoCSM allows you to customize how Account Health is calculated. This ensures the scoring reflects your business model and customer success strategy.

What You Can Configure

Pillar Weights

Adjust how much each pillar contributes to the final score. All four weights must total 100%.

Required Features and Priority

Define which of the 9 trackable features are required for your clients, and assign each a priority level:

Priority affects Usage scoring only. It does not change how Infrastructure is scored. A High-priority feature that declines has three times more impact on the Usage score than a Low-priority one. Only select features that genuinely drive retention for your clients.

Lifecycle Stage Boundaries

Set the day thresholds that determine when accounts transition between lifecycle stages. The default boundaries are:

• Onboarding ends at 90 days

• Growth ends at 180 days

• Mature begins at 180+ days

These boundaries directly affect sub-score weighting within Product Adoption. Onboarding accounts weight Infrastructure more heavily; Mature accounts weight Usage and Growth more heavily.

How to Use Configuration to Match Your Business Strategy

Align Health with Your Business Goals

Define what success means for your agency, then adjust pillar weights accordingly:

• Product-led growth → increase Product Adoption weight

• Revenue-driven → increase Revenue weight

• Service-heavy → increase Sentiment weight

Define What Adoption Really Means

Only select features that truly drive retention. Assigning High priority to non-critical features will cause their activity fluctuations to have outsized impact on Usage scores. Be intentional.

Use Lifecycle Stages to Avoid False Signals

Lifecycle stages prevent new accounts from being penalized for not yet doing what mature accounts do. Onboarding focuses on setup (Infrastructure), Growth focuses on expansion (new contacts), and Mature focuses on consistency (Usage).

Use Overrides Strategically

• Mark high-value or strategic clients as Priority accounts

• Use Lifecycle overrides for accounts with unusual histories

• Exclude accounts that are being migrated, paused, or are otherwise not representative

Review Configuration Monthly

Check whether scores reflect reality. If At Risk accounts are not actually at risk, or Thriving accounts are churning, revisit your pillar weights and feature priority assignments.