Run: Customer Health Triage SOP

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.

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.

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.

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.

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.

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.

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.