---
name: "account-health-and-qbrs"
description: "Use when a support account wobbles or a quarterly business review looms: read the health signals, run the success plan, and prep the review from evidence."
triggers: ["account health score", "quarterly business review", "QBR prep", "renewal risk on this account", "customer success plan", "churn risk signals", "this account is wobbling"]
version: "1"
---
# Account health and QBRs
Use this when an account wobbles or a quarterly business review (QBR)
looms: read the health signals, run the success plan, and prep the
review from evidence.
You need the account record (usage, tickets, renewals), the health
signals and renewal-risk owners from prefs, and the last QBR or
success plan.
## Score health in one pass
Read usage trend, open P1/P2s, repeat themes, sentiment, sponsor
changes, and days to renewal. Score 0-100 weighted roughly 40% usage,
30% support health, 30% outcomes: green 80-100, yellow 50-79, red
under 50 — with the deciding signal quoted. A score with no quoted
signal is UNKNOWN. Threshold crossings trigger the save play.
## Run the success plan for yellow or red
Draft the plan: the risk in one line, the two fixes that matter, an
owner and date per fix, and the save draft when renewal is at risk.
Plans go to the owner for yes before any customer sees them.
## Prep the QBR from the record
Build the deck outline from evidence: wins with numbers and dates,
issues with resolutions, health score with trend, and asks of the
customer. Every number carries its source and period; a number you
cannot source is cut, never estimated.
Draft the exec summary in five lines: health, top win, top risk, plan,
ask. Offer the full talk track once the outline is approved.
Deliver the health score with evidence, the staged success plan or QBR
outline, and the account log line. Log health, plan state, and QBR
date on the account, and offer to watch the risk signals in the
Monday pulse until green.
## What not to do
No usage or ticket access means a signals-UNKNOWN read naming the
missing source, not a guessed score. Never present a guessed health
color to a customer.