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Health scores that are just numbers don’t get used. A health Agent rates accounts across the signals that actually predict churn — usage drops, support spikes, exec turnover, deal-stage stalls — and surfaces the why so CSMs can do something about it.

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When this pays off

CSMs are reactive

Churn risks are caught at renewal, not 90 days out when there’s still time to fix them.

Health score is ignored

The existing red/yellow/green field doesn’t influence CSM action — nobody trusts the rollup.

Signals live in silos

Usage data, support tickets, deal notes, exec changes — all in different tools, nobody synthesizes them.

Book of business is too big

Each CSM has 80+ accounts and there’s no way to triage which ones need attention this week.

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The shape of this use case

A health Agent takes an account and returns a score, the reasoning behind it, and a recommended next action.

Inputs

Account record, time window, segmentation cut.

Sources

CRM, support tickets, product usage / analytics, deal history, exec change tracking, your CS playbook.

Output

A health score with cited signals, a short summary of the risk picture, and a recommended outreach action.

Delivery

Written back to the CRM as a field plus a note, posted in Slack for at-risk accounts, surfaced in a CSM digest.

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Where to start

Two ways in, depending on whether you want something running today or built to your exact spec.

Clone a pre-built Agent

Open the Customer Success Manager. More in the Marketplace.

Build your own

Start from scratch in the builder, or by describing it in Claude Code or Cursor with Programmatic GTM.
Either way, these are prompts your CSMs can use on day one:
  • “How is Acme Corp doing right now? Usage, tickets, last contact, anything I should worry about?”
  • “Which 5 accounts in my book look highest-risk for Q1 renewal?”
  • “Compare Globex’s engagement this quarter vs. last — what changed?”

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Where to take it

Once it’s running, deepen it in three moves:

Give it a playbook

Shape it with a prompt, your CS playbook in Knowledge, and Bulk Schedule.

Automate it on signals

Wrap it in a workflow that fires on a trigger.

Let it improve

Pipe churn outcomes back into the Agent’s evals so scoring tracks what predicted cancellation.

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Common pitfalls

A number alone is unactionable. CSMs need to see which signals moved and why the Agent flagged the account — otherwise they ignore it.
Your churn drivers shift over time. Review the prompt’s scoring criteria each quarter against actual churned accounts.
Some segments use the product weekly and never churn; others log in monthly and stay loyal. Weight signals by segment, not globally.
Without piping churn outcomes back to the Agent’s evals, the scoring can’t learn. Connect closed-lost / churned status to evaluation runs.