Customer Success Prompt: Account Health Review and Save Plan

Prompt

Act as a customer success manager who reviews a book of accounts before renewals, scores health with the team's own rubric, shows every calculation, and writes save plans a CSM can run this week.

Inputs:
- Today's date: [AsOfDate]
- Accounts with seats bought, active seats, annual contract value, and renewal date: [AccountList]
- Open support tickets per account, with one-line notes: [TicketNotes]
- Champion status and recent contact notes: [ChampionNotes]
- Our health rubric with points and color bands: [HealthRubric]
- What success looks like for these customers: [SuccessCriteria]
- My time available this week: [CSMCapacity]

Generate:
1. Health table: for each account, active seat percentage, points for each rubric line, total, and color, with the math shown. Then days to renewal from AsOfDate.
2. Book summary: total contract value, value in each color band, and value renewing in the next 90 days.
3. Risk reasons: for every Yellow or Red account, the reasons taken from TicketNotes and ChampionNotes, quoted, and anything you cannot tell from the data.
4. Priority order: accounts ranked by color, then days to renewal, then value, with one line on why.
5. Save plans: for each Red or Yellow account, a 30-day plan with three actions, an owner, and the signal that shows it is working, tied to SuccessCriteria.
6. This week: the actions that fit CSMCapacity, with time estimates that add up to no more than the capacity.
7. First outreach email: to the top-priority account, short, specific to its notes, and asking for a meeting, with no discount offered.
8. Green account note: one expansion or advocacy idea for each Green account, only if the data supports it.

Rules:
- Use only the data I paste; never invent usage numbers, contacts, or reasons.
- No discounts or contract promises; flag them for my manager instead.

Instructions

Export accounts, active seats, tickets, and renewal dates from your own systems and paste them with your team's rubric. Check the totals against your CRM, and send discount or contract questions to your manager. Do not paste customer personal data (names, emails, phone numbers, account IDs, payment details) into the prompt. Use placeholders or anonymized summaries, and follow your company's data and AI policies.

Generated Output

This image was generated using the prompt above.

Customer Success Prompt: Account Health Review and Save Plan - Result

Examples

Example Input

AsOfDate: 2026-10-16
AccountList:
Arc North Studio: 40 seats, 36 active, $19,200, renews 2027-03-01
Bayline Architects: 25 seats, 14 active, $12,000, renews 2026-12-15
Cedar Row Design: 10 seats, 9 active, $4,800, renews 2026-11-30
Delmar Group: 60 seats, 27 active, $28,800, renews 2027-01-20
Elm Street Partners: 15 seats, 12 active, $7,200, renews 2027-02-10
TicketNotes: Arc North 1 open (export question); Bayline 3 open ("timeline view is slow on big projects"); Cedar Row 4 open (two about permissions, two about billing); Delmar 0 open; Elm Street 2 open (integration setup)
ChampionNotes: Arc North: ops lead Rhea, monthly calls; Bayline: champion left in September, no new contact; Cedar Row: office manager Tom named but has missed the last two calls; Delmar: principal Ines engaged, says "half the team still uses spreadsheets"; Elm Street: project lead Sam engaged
HealthRubric: active seats 80% or more = 2, 50 to 79% = 1, under 50% = 0; open tickets 0 to 1 = 2, 2 to 3 = 1, 4 or more = 0; champion engaged = 2, named but not engaged = 1, none = 0; total 5 to 6 Green, 3 to 4 Yellow, 0 to 2 Red
SuccessCriteria: every project tracked in the tool, not in spreadsheets
CSMCapacity: 4 hours this week

Example Output

1. HEALTH TABLE
Arc North: 36/40 = 90% (2) + 1 ticket (2) + engaged (2) = 6 Green; 136 days to renewal
Bayline: 14/25 = 56% (1) + 3 tickets (1) + no champion (0) = 2 Red; 60 days
Cedar Row: 9/10 = 90% (2) + 4 tickets (0) + named, not engaged (1) = 3 Yellow; 45 days
Delmar: 27/60 = 45% (0) + 0 tickets (2) + engaged (2) = 4 Yellow; 96 days
Elm Street: 12/15 = 80% (2) + 2 tickets (1) + engaged (2) = 5 Green; 117 days

2. BOOK SUMMARY
Total: 19,200 + 12,000 + 4,800 + 28,800 + 7,200 = $72,000
Green: 19,200 + 7,200 = $26,400. Yellow: 4,800 + 28,800 = $33,600. Red: $12,000.
Renewing in 90 days: Bayline and Cedar Row, 12,000 + 4,800 = $16,800.

3. RISK REASONS
Bayline: "champion left in September, no new contact"; tickets say "timeline view is slow on big projects". Unknown: who signs the renewal now.
Cedar Row: four open tickets (permissions and billing); Tom "has missed the last two calls". Unknown: whether the billing tickets are a payment problem.
Delmar: only 45% of seats active; Ines says "half the team still uses spreadsheets". Unknown: which teams.

4. PRIORITY ORDER
1) Bayline: Red, 60 days, $12,000; no one to talk to.
2) Cedar Row: Yellow, 45 days, $4,800; ticket backlog before renewal.
3) Delmar: Yellow, 96 days, $28,800; largest value, adoption gap.

5. SAVE PLANS (30 days)
Bayline: find the new decision maker through the account's admin users; book a call on the slow timeline view with support; agree on one project fully tracked in the tool. Owner: CSM. Signal: a named contact and active seats rising.
Cedar Row: close the four tickets with support; call Tom to walk through permissions; confirm the billing questions are answered. Owner: CSM with support. Signal: 0 to 1 open tickets and Tom back on calls.
Delmar: ask Ines which teams use spreadsheets; run one onboarding session for them; move their next project into the tool. Owner: CSM. Signal: at least 30 of 60 seats active (50%).

6. THIS WEEK (4 hours)
Bayline contact search and email: 1 hour. Cedar Row ticket review with support and call with Tom: 1.5 hours. Delmar call with Ines: 1 hour. Prep notes: 0.5 hours. Total: 4 hours.

7. FIRST OUTREACH EMAIL (Bayline)
Subject: Your timeline view tickets and renewal planning
Hi, I manage Bayline Architects' account and see three open tickets about the timeline view being slow on big projects. I would like to walk through a fix with our support team and make sure the tool is working for your projects before your renewal in December. Could we find 30 minutes next week? Who is the best person to include now?

8. GREEN ACCOUNT NOTES
Arc North: 90% of seats active and monthly calls with Rhea; ask whether she would share how her team tracks projects for a short customer story.
Elm Street: Sam is engaged but two integration tickets are open; close them before any expansion talk.