Risk Scoring Framework Skill
When to Use
- Building or tuning customer health scores that drive CS prioritization.
- Aligning RevOps, CS, and product on what “healthy” vs “at-risk” looks like.
- Auditing why certain segments churn or expand more than others.
Framework
- Signal Inventory – usage, sentiment, support, commercial, product feedback, exec engagement.
- Weighting & Decay – assign weights per signal, set freshness decay, define negative indicators.
- Tier Mapping – convert scores to tiers (green/yellow/red) with playbook hooks.
- Validation Loop – back-test against churn, expansion, and NPS outcomes.
- Governance – review cadence, owner accountability, and change management process.
Templates
- Signal catalog spreadsheet with weights and owners.
- Tier thresholds + play mapping sheet.
- Validation report template comparing scores vs outcomes.
Tips
- Combine structured data with CSM notes or sentiment highlights for context.
- Keep tiers simple (3-4) to avoid confusion; use tags for nuance.
- Pair with
monitor-customer-healthoutput to auto-highlight risks.