What's inside
- The four scoring categories and their weights
- Full 1–5 rubric language for Product Usage & Adoption
- Full 1–5 rubric language for Engagement & Relationship
- Full 1–5 rubric language for Sentiment & Satisfaction
- Full 1–5 rubric language for Support Load & Friction
- The weighted scoring formula
- Score bands (Green/Yellow/Orange/Red) with required actions
- A blank per-account scoring worksheet
- Calibration rules so every AM scores the same account the same way
A health score is only useful if every account manager calculates it the same way. This scorecard weights four categories, gives fixed 1–5 rubric language for each, and rolls up to a single 0–100 score with a required action per band.
The Four Categories and Their Weights
| Category | Weight |
|---|
| Product Usage & Adoption | 35% |
| Engagement & Relationship | 25% |
| Sentiment & Satisfaction | 20% |
| Support Load & Friction | 20% |
Scoring Rubric — Score Each Category 1 to 5
1. Product Usage & Adoption (weight 35%)
| Score | Definition |
|---|
| 5 | Using core + advanced features, adoption growing month over month, multiple use cases live |
| 4 | Core features fully adopted, usage stable or slightly growing, one clear use case live |
| 3 | Core features adopted but flat usage for 60+ days, single use case, no expansion of scope |
| 2 | Partial adoption — key modules unused, usage declining over the last 60 days |
| 1 | Minimal or no active usage in the last 30 days; license largely dormant |
2. Engagement & Relationship (weight 25%)
| Score | Definition |
|---|
| 5 | Multi-threaded across 3+ stakeholders including an executive; proactive outreach from customer |
| 4 | Champion actively engaged, responsive within 2 business days, attends scheduled check-ins |
| 3 | Single point of contact, responds but needs chasing, attends some but not all meetings |
| 2 | Slow or inconsistent responses (5+ business days), meetings frequently rescheduled or skipped |
| 1 | Unresponsive for 2+ weeks, champion role changed with no successor identified, or single-threaded with no relationship above end-user level |
3. Sentiment & Satisfaction (weight 20%)
| Score | Definition |
|---|
| 5 | Unprompted positive feedback, active reference/case-study participant, high NPS/CSAT (9–10) |
| 4 | Positive when asked directly, would recommend, NPS/CSAT 7–8 |
| 3 | Neutral — no complaints but no enthusiasm, NPS/CSAT 5–6, or no recent survey data |
| 2 | Voiced frustration in the last 90 days, NPS/CSAT 3–4, or a competitor actively mentioned |
| 1 | Formal complaint on file, explicit dissatisfaction expressed to a stakeholder, NPS/CSAT 0–2 |
4. Support Load & Friction (weight 20%)
| Score | Definition |
|---|
| 5 | Zero or low-volume tickets, all resolved same-week, no escalations in 90 days |
| 4 | Normal ticket volume for account size, resolved within SLA, no unresolved escalations |
| 3 | Ticket volume up but manageable, one resolved escalation in the last 90 days |
| 2 | Ticket volume up 25%+ vs. baseline, or one unresolved escalation open |
| 1 | Repeated escalations, an executive-level complaint, or a ticket explicitly citing intent to leave |
The Weighted Formula
Health Score = (Usage score × 0.35 + Engagement score × 0.25 + Sentiment score × 0.20 + Support score × 0.20) × 20
(The ×20 converts a 1–5 weighted average into a 0–100 scale.)
Blank Per-Account Worksheet
| Account: __________ | Score (1–5) | Weight | Weighted |
|---|
| Product Usage & Adoption | ___ | 0.35 | ___ |
| Engagement & Relationship | ___ | 0.25 | ___ |
| Sentiment & Satisfaction | ___ | 0.20 | ___ |
| Support Load & Friction | ___ | 0.20 | ___ |
| Total (sum × 20) | | | ___ / 100 |
Score Bands and Required Action
| Band | Score | Color | Required Action |
|---|
| Healthy | 80–100 | Green | Standard cadence — monitor monthly, prioritize for case studies/references |
| Stable | 60–79 | Yellow | Proactive check-in within 2 weeks; confirm a specific risk isn't developing |
| At Risk | 40–59 | Orange | Save play required — manager-reviewed action plan within 5 business days |
| Critical | 0–39 | Red | Executive escalation same week; joint recovery plan with CS leadership and, if renewal is within 90 days, sales leadership |
Calibration Rules
- Score monthly, on the same day each cycle, using the same lookback window (last 30 days for usage/support, last 90 days for sentiment).
- Never average two categories together informally — score each independently against the rubric text, not against your general impression of the account.
- If two AMs would score the same account more than one point apart on any category, that category's rubric language needs a team discussion — bring it to the next team meeting rather than resolving it one-off.
- A single catastrophic signal (e.g., a formal complaint, a churn threat in writing) should cap Sentiment at 1 regardless of other positive signals that month.
How to use it
Score each of the four categories 1–5 against the rubric descriptions once a month per account, multiply by the category weight, sum for a score out of 100, then use the color band to decide whether the account needs monitoring, outreach, or an escalation.