Customer Health Score Review Template
A customer health score review template for evaluating account goals, risk signals, mitigation actions, and stakeholder alignment. Use it to document what changed, what needs attention, and what to review next.
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Overview
This customer health score review template is built for recurring account reviews where you need to document how an account is performing, what is putting it at risk, and what actions will be taken next. It centers on three practical questions: are account goals on track, what signals suggest the relationship is weakening, and who owns the follow-up.
Use it when a customer account needs a structured check-in after onboarding, before renewal, after a support escalation, or during a regular success cadence. The goal progress section captures account goals and a short summary of outcomes. The risk mitigation section records the top risks and the actions assigned to reduce them. The summary section closes the loop with an overall assessment, next review date, employee comments, manager comments, and sign-off fields.
Do not use this template as a generic meeting note or a replacement for a detailed customer success plan. It works best when the account already has defined goals and you need a repeatable review format. If the account is still in discovery, or if you only need a one-time issue log, a lighter intake or incident template may fit better. This template is designed to make review decisions visible, keep follow-up accountable, and create a clear record of what was agreed.
Standards & compliance context
- If this template is used in a people-review context, keep documentation consistent with EEOC documentation expectations by using factual, job-related language and avoiding unsupported conclusions.
- Use the same review criteria for comparable accounts so the process reflects uniform performance criteria rather than ad hoc judgment.
- If the template is adapted for employee performance or account ownership decisions, follow at-will employment guidance and keep the record focused on documented outcomes and business reasons.
- Retain only the customer and internal information your process requires, and avoid adding sensitive personal data that is not needed for the review.
General regulatory context for orientation only — verify current requirements with counsel or the relevant agency before relying on this template for compliance.
What's inside this template
Customer Health Score Review
This section establishes the account's current health status so the rest of the review has a clear starting point.
No items.
Goal Progress and Account Outcomes
This section shows whether the account is moving toward the outcomes it was expected to achieve.
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Customer Health and Account Goals
Track the goals tied to customer health, retention, adoption, expansion readiness, and stakeholder engagement.
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Goal Progress Summary
Summarize what was achieved, what remains open, and the measurable impact on customer health.
Risk Mitigation and Action Plan
This section turns account concerns into named actions so the review leads to follow-up.
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Top Customer Risks
List the highest-priority risks with evidence, severity, and expected impact.
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Mitigation Actions
Define the actions, owners, timelines, and success criteria for each mitigation step.
Summary and Next Review
This section closes the review with a decision, sign-off, and the next checkpoint.
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Overall Assessment
Provide the overall view of customer health, major risks, and confidence in the next outcome.
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Next Review Date
Date for the next customer health review.
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Employee Comments
Optional self-reflection on the review, risks, and next steps.
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Manager Comments
Manager summary of the review, priorities, and expectations for follow-up.
- Employee Signature
- Manager Signature
How to use this template
- 1. Enter the account name, review date, and the current health score or status before the meeting so the review starts with a shared baseline.
- 2. Fill in account_goals and goal_summary with the specific outcomes the customer is expected to achieve and the evidence showing progress or gaps.
- 3. List the top_risks using observable signals such as usage drop, unresolved issues, or stakeholder changes, then assign mitigation_actions with owners and deadlines.
- 4. Write the overall_assessment as a short decision summary that explains the current account state and the reason for that rating.
- 5. Capture employee_comments and manager_comments after the discussion, then record the next_review_date and complete the signature fields or approval step.
Best practices
- Use behavior-based account signals instead of vague labels, such as missed milestones, low adoption, or delayed responses from the customer.
- Tie every risk to one mitigation action with a named owner and a due date so the review produces follow-up, not just commentary.
- Keep the goal summary aligned to the original account objectives so progress can be compared across review cycles.
- Separate customer issues from internal delivery issues when documenting risks so the root cause is clear.
- Update the review close to the meeting time to avoid recency bias and missing details from earlier in the cycle.
- Use the comments fields to capture disagreements or context that the score alone does not explain.
- Review the next_review_date before closing the template so the account does not drift without a follow-up.
What this template typically catches
Issues teams running this template most often surface in practice:
Common use cases
Frequently asked questions
What is this template used for?
This template is used to review the health of a customer account in a structured way. It captures goal progress, current risks, mitigation actions, and the next review date. It is useful when you need a repeatable record of account status rather than an informal check-in note.
Who should complete the customer health score review?
It is typically completed by the account owner, customer success manager, or operations lead, with input from the manager and any internal stakeholders involved in the account. The employee and manager comment fields support a two-sided record of the review. If your process includes customer-facing notes, you can adapt the template to include them without changing the core structure.
How often should this review be run?
Use it on a recurring cadence that matches the account's risk level and renewal cycle, such as monthly for active accounts or more frequently for high-risk accounts. The next review date field helps keep the cadence explicit. If the account is stable, you can still use the template to preserve a consistent audit trail.
What kinds of risks belong in the risk section?
Include concrete account risks such as low product usage, unresolved support issues, stakeholder turnover, delayed implementation milestones, or unclear renewal ownership. The template works best when risks are tied to observable signals and a specific mitigation action. Avoid vague labels like "at risk" without explaining why.
How does this differ from an ad hoc account update?
An ad hoc update usually captures only the latest status, while this template forces a consistent review of goals, risks, actions, and ownership. That makes it easier to compare reviews over time and spot patterns. It also reduces the chance that important issues get left out because the conversation was informal.
Can this template be customized for different account types?
Yes. You can tailor the goal section for renewals, onboarding, expansion, or support-heavy accounts, depending on what success looks like. You can also add fields for customer segment, ARR tier, or internal owner if your workflow needs more context. Keep the review structure intact so the scoring and action tracking stay consistent.
What should the overall assessment include?
The overall assessment should summarize the current health of the account in plain language and explain the main drivers behind that assessment. It should connect the goal progress and risk sections instead of repeating them. A good summary also makes the next review date and follow-up actions easy to understand at a glance.
How do the signatures help?
The employee and manager signature fields create a clear sign-off record that the review was completed and acknowledged. That can be useful for internal accountability and for tracking who reviewed the account status. If your workflow is digital, these fields can be replaced with approval timestamps or e-signature steps.
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