Customer Health Triage SOP

Standard procedure for monitoring customer health scores, detecting scoring drift, assigning ownership, completing follow-up tasks, and maintaining a regular review cadence.

Steps

• Review the customer health queue
  The Customer Success Manager reviews the current health queue and filters accounts by score band, last review date, and open risk flags. The reviewer confirms the queue includes all accounts due for triage in the current cadence window.
• Verify scoring inputs and detect drift
  The Customer Operations Analyst compares the current health score to the prior review period and checks the underlying inputs for changes in usage, support volume, adoption, renewal risk, or stakeholder engagement. The analyst flags any score movement that exceeds the agreed tolerance or appears inconsistent with known account activity.
• Classify the triage outcome
  The Support Lead classifies each account into one of the triage outcomes based on the score trend and account signals: stable, watchlist, at-risk, or escalation required.
• Record stable accounts and schedule the next review
  The Account Manager records the account as stable, notes the current score, and confirms the next review date according to the standard cadence. The Account Manager closes the triage item without creating follow-up tasks unless a new risk is observed.
• Assign ownership and create follow-up tasks
  The Customer Success Manager assigns a single owner for each follow-up item and creates atomic tasks for outreach, enablement, issue resolution, or stakeholder alignment. The owner receives a due date, a clear expected outcome, and any dependency notes needed to complete the task.
• Escalate high-risk accounts
  The Support Lead escalates the account to the designated manager or cross-functional owner when the account meets escalation criteria. The lead records the trigger, the escalation recipient, and the required response time.
• Document the review and confirm the cadence
  The Customer Operations Analyst records the review date, accounts reviewed, score changes, ownership assignments, escalation actions, and open follow-up tasks. The analyst confirms the next triage cadence and stores the record as controlled documented information.