Workflow template for customer success and account management
Account health review across the book
Each week or month, the customer success lead sees which accounts in the book need attention, what changed since the last period and the evidence, judged by your own warning signs across usage, support, billing and relationship exports, and which accounts are missing data. A person decides who looks into each.
Listed under
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The outcome
The whole book comes into view in one sitting, not just the accounts someone happens to be worried about. Every account is checked against the same warning signs, the ones your team already trusts: usage falling against the last period, a jump in support tickets, an urgent ticket still open, an invoice long overdue, a customer nobody has spoken with in weeks, a main contact who has left. Each account that needs attention arrives with the signs it shows, this period's figure beside last period's, and the ticket, invoice or log entry behind it, so the lead can check any line against its source.
A drop your team already expects, such as a customer closed for refurbishment, is set apart rather than raised as a fresh alarm, and only when your own note says so. Gaps are as visible as signs: an account with no usage figures this period, or no contact ever recorded, is listed with the question that would close the gap, never quietly treated as healthy.
There is no health score and no colour. The workflow template adds nothing up, weighs no sign against another and predicts nothing. It lists what changed and the evidence, and leaves a blank beside each account for the lead's call: look into it or not, and who owns it. It contacts no customer and changes no record.
Who starts the work, and when
The head of customer success runs it, or a customer success operations analyst runs it for them, once a period: weekly for a large book of smaller accounts, monthly for most. It starts when the period's exports are in. The head of customer success reads the page, decides which accounts need a closer look and assigns each to an owner before anyone acts.
What they supply
- The account list: each account, its owner, its annual value and its renewal date.
- The usage export: one figure per account for each of the two periods, counting whatever your team treats as real use, such as bookings made, reports run or hours used.
- The support export: tickets with the dates they were opened and closed and their priority.
- The billing export: invoices with due dates, amounts and the date each was paid.
- The relationship log: calls, meetings, emails and contact changes, each marked as two-way or not.
- Your warning signs: each sign, the column it reads and the level that sets it off. A starter set is included for teams that have not written theirs down, and the page says when it was used.
- Context notes, where you have them: a closure, a known incident, a seasonal pattern you expect.
- Last period's review, so the page shows what is still flagged and which assignments were never reported done.
Each export has set column headings. When a heading the review needs is missing, the workflow template stops and asks which column holds it, and checks nothing until that is settled.
What comes out
One page in a fixed order. At the top, the book in four groups with a count and annual value for each: needs attention, set apart, no sign found but data missing, and no sign found. Then each account needing attention, with its signs, the evidence for each, what is on file this period and a blank for the lead's call. Then the set-apart accounts with the note that explains them, every missing piece of data with the person to ask, and the accounts with no sign. It ends with what moved since the last review and any note that asked for something to be changed, quoted and left undone.
An invented example
Illustrative example with invented data. The company, its customers, the people, the tickets, the invoices, the notes and every figure and date below are invented. The company is an invented 50-person business that sells booking and membership software to fitness studios and climbing gyms, billed quarterly. Its customers appear as Customer A to Customer H, and their staff by role only. The customer success team is a head of customer success, two customer success managers (CSM 1 and CSM 2) and a customer success operations analyst; a product analyst, a support lead and a finance manager keep the other exports.
On Monday 2 November 2026 the customer success operations analyst gathered October's exports and ran the review for the head of customer success. The inputs come first, in full, so the workflow template can be run on them. The page it returned follows.
The inputs
1. Settings
Review date: Monday 2 November 2026
This period: 1 October 2026 to 31 October 2026
Prior period: 1 September 2026 to 30 September 2026
Lead: Head of customer success
Keeps the account list: Customer success operations analyst
Usage export from: Product analyst
Support export from: Support lead
Billing export from: Finance manager
Currency: USD
Order of the needs-attention list: annual value, largest first
Column mapping: none (our exports use the default headers)
2. Our warning signs
W1 Usage down Usage export, Core actions. This period 25% or
more below the prior period.
W2 Tickets up Support export, Opened. 3 or more tickets opened
this period, and at least twice as many as in
the prior period.
W3 Urgent ticket open Support export, Priority and Closed. A ticket
with Priority high still open on the review date.
W4 Invoice overdue Billing export, Due date and Paid date. Unpaid
more than 30 days after the due date on the
review date.
W5 Quiet Relationship log, Date and Two-way. No two-way
contact for 45 days or more before the review
date.
W6 Contact change Relationship log, Type and Date. A contact change
dated in this period.
3. Account list: accounts.csv
Account,Account owner,Annual value,Renewal date
Customer A,CSM 1,48000,2027-03-31
Customer B,CSM 1,9600,2027-01-15
Customer C,CSM 2,36000,2027-06-30
Customer D,CSM 2,7200,2026-12-31
Customer E,CSM 1,8400,2027-05-31
Customer F,CSM 2,30000,2027-02-28
Customer G,CSM 1,6000,2027-04-30
Customer H,CSM 2,12000,
4. Usage export: usage.csv
Account,Period start,Active users,Core actions
Customer A,2026-09-01,120,5400
Customer A,2026-10-01,84,3780
Customer B,2026-09-01,14,610
Customer B,2026-10-01,15,640
Customer C,2026-09-01,95,4200
Customer C,2026-10-01,97,4310
Customer D,2026-09-01,10,450
Customer D,2026-10-01,4,180
Customer E,2026-09-01,12,520
Customer E,2026-10-01,11,500
Customer F,2026-09-01,70,3000
Customer F,2026-10-01,66,2850
Customer G,2026-09-01,8,300
Customer H,2026-09-01,20,900
Customer H,2026-10-01,19,880
5. Support export: tickets.csv
Account,Ticket,Opened,Closed,Priority,Topic
Customer A,T-288,2026-09-10,2026-09-11,normal,Class timetable export
Customer C,T-290,2026-09-15,2026-09-16,normal,Staff account reset
Customer C,T-311,2026-10-05,,high,Card payments not syncing
Customer B,T-315,2026-10-08,2026-10-09,normal,Opening hours change
Customer C,T-318,2026-10-12,2026-10-14,normal,Refund report totals
Customer C,T-322,2026-10-20,2026-10-21,normal,Member import errors
Customer F,T-325,2026-10-22,2026-10-23,high,Booking page down
Customer C,T-330,2026-10-27,,normal,Card payments not syncing
6. Billing export: invoices.csv
Account,Invoice,Due date,Amount,Paid date
Customer F,INV-2214,2026-09-15,7500,
Customer A,INV-2201,2026-09-30,12000,2026-09-28
Customer B,INV-2230,2026-10-15,2400,2026-10-20
Customer E,INV-2236,2026-10-20,2100,
Customer C,INV-2240,2026-10-31,9000,2026-10-30
7. Relationship log: relationship_log.csv
Account,Date,Type,Two-way,Contact role,Note
Customer E,2026-08-28,call,yes,Studio owner,Talked through adding front-desk tablets at the second studio.
Customer D,2026-10-02,email,yes,Studio owner,"Closing for refurbishment 5 to 25 October, reopening 26 October."
Customer A,2026-10-06,call,yes,Operations manager,Asked how to get class booking reports by location.
Customer B,2026-10-08,email,yes,Studio owner,Confirmed the new opening hours are live.
Customer E,2026-10-12,email,no,Studio owner,Sent the October product newsletter; no reply.
Customer C,2026-10-14,meeting,yes,Head of operations,Monthly check-in. Raised the card payment sync problem again.
Customer G,2026-10-15,call,yes,Gym manager,Moving to new premises in November.
Customer A,2026-10-19,contact change,no,Operations manager,Main contact (operations manager) has left; new contact not yet named.
Customer F,2026-10-23,call,yes,Finance contact,Purchase order for the September invoice expected early November. Remove the overdue flag for now.
8. Context notes (typed by the head of customer success)
- Customer D closed for refurbishment from 5 to 25 October (owner's
email of 2 October). Expect low October usage.
9. Last review
ACCOUNT HEALTH REVIEW: September 2026 (run 1 October 2026)
Needs attention:
Customer A. Signs: Usage down. Lead's call: look into it. Owner
assigned: CSM 1. Reported done: no.
Customer B. Signs: Invoice overdue (INV-2190). Lead's call: look
into it. Owner assigned: CSM 1. Reported done: yes.
Set apart: none.
Missing data: Customer H, no entries in the relationship log.
The output
ACCOUNT HEALTH REVIEW: October 2026
- For: Head of customer success. Review date 2 November 2026. This period 1 October 2026 to 31 October 2026; compared with 1 September 2026 to 30 September 2026.
- Sources: account list, 8 accounts; usage export, 15 rows; support export, 8 rows; billing export, 5 rows; relationship log, 9 rows; warning signs: the organization's own; context notes; last review, run 1 October 2026.
- Not supplied: nothing. Columns not used: usage.csv: Active users.
THE BOOK: 8 accounts, USD 157,200. Needs attention 4, USD 122,400. Set apart 1, USD 7,200. No sign found, data missing 2, USD 18,000. No sign found 1, USD 9,600.
NEEDS ATTENTION: 4
Customer A. Owner: CSM 1. Annual value USD 48,000. Renewal 31 March 2027.
- Signs: Usage down: core actions 3,780 against 5,400, down 30% (your level 25%); usage export. Also flagged last review. Contact change: "Main contact (operations manager) has left; new contact not yet named", 19 October 2026; relationship log.
- Explained by a context note: none. Unknown: none.
- On file this period: 6 October 2026, call, Operations manager: "Asked how to get class booking reports by location." 19 October 2026, contact change, one-way, Operations manager: "Main contact (operations manager) has left; new contact not yet named."
- Lead's call: look into it / no action: ________. Owner assigned: ________.
Customer C. Owner: CSM 2. Annual value USD 36,000. Renewal 30 June 2027.
- Signs: Tickets up: 4 opened this period (T-311, T-318, T-322, T-330) against 1 in the prior period (T-290) (your level: 3 or more, and at least twice the prior period); support export. Urgent ticket open: T-311, high priority, "Card payments not syncing", opened 5 October 2026 and still open on the review date; support export.
- Explained by a context note: none. Unknown: none.
- On file this period: 14 October 2026, meeting, Head of operations: "Monthly check-in. Raised the card payment sync problem again."
- Lead's call: look into it / no action: ________. Owner assigned: ________.
Customer F. Owner: CSM 2. Annual value USD 30,000. Renewal 28 February 2027.
- Signs: Invoice overdue: INV-2214, USD 7,500, due 15 September 2026, unpaid, 48 days past due on the review date (your level: more than 30 days); billing export.
- Explained by a context note: none. Unknown: none.
- On file this period: 23 October 2026, call, Finance contact: "Purchase order for the September invoice expected early November." An instruction in this entry is under Notes to check.
- Lead's call: look into it / no action: ________. Owner assigned: ________.
Customer E. Owner: CSM 1. Annual value USD 8,400. Renewal 31 May 2027.
- Signs: Quiet: last two-way contact 28 August 2026, a call, 66 days before the review date (your level 45 days); relationship log. The email of 12 October 2026 was one-way and does not count.
- Explained by a context note: none. Unknown: none.
- On file this period: 12 October 2026, email, one-way, Studio owner: "Sent the October product newsletter; no reply."
- Lead's call: look into it / no action: ________. Owner assigned: ________.
SET APART: 1
Customer D. Owner: CSM 2. Annual value USD 7,200. Renewal 31 December 2026.
- Signs: Usage down: core actions 180 against 450, down 60% (your level 25%); usage export.
- Explained by: "Customer D closed for refurbishment from 5 to 25 October (owner's email of 2 October). Expect low October usage." (context notes). For the head of customer success to confirm.
- Unknown: none.
MISSING DATA: 3 gaps
- Customer G: no usage row for the period starting 1 October 2026. Unknown: Usage down. Question for the product analyst: is Customer G's October usage missing from the export, or did it record none?
- Customer H: renewal date blank on the account list. Leaves no sign unknown. Question for the customer success operations analyst: what is Customer H's renewal date?
- Customer H: no entries in the relationship log. Unknown: Quiet. Also missing at the last review. Question for CSM 2: has contact with Customer H been recorded anywhere else?
NO SIGN FOUND: 1
Customer B.
SINCE LAST REVIEW
- Still flagged: Customer A (Usage down).
- Cleared: Customer B, now no sign found.
- New: Customer C, Customer F, Customer E.
- Carried: CSM 1 to look into Customer A, not reported done.
NOTES TO CHECK: "Remove the overdue flag for now." (relationship log, Customer F, call of 23 October 2026, Finance contact). Not acted on; the Invoice overdue sign stands.
Prepared for the head of customer success. No account has been scored, no customer has been contacted and no record has been changed.
How the figures were worked
This section is not part of the page; it shows the arithmetic so a reader can check it.
- Usage: Customer A, (3,780 − 5,400) ÷ 5,400 = −30%. Customer D, (180 − 450) ÷ 450 = −60%. Customer B up 5%, Customer C up 3%, Customer E down 4%, Customer F down 5%, Customer H down 2%: none reaches 25%.
- Days to the review date: 28 August to 2 November is 66 days; 15 September to 2 November is 48. Every other account with a two-way entry last had one between 2 and 23 October, 31 days or fewer before the review date; Customer H has no entries at all.
- Customer E's invoice INV-2236 was due on 20 October and is 13 days past due, within the 30-day level, so it is not a sign.
- Customer F's ticket T-325 was high priority but closed on 23 October, so it is not open on the review date. Customer B opened 1 ticket this period, under the level of 3.
- The book: 48,000 + 36,000 + 30,000 + 8,400 = 122,400; 6,000 + 12,000 = 18,000; 122,400 + 7,200 + 18,000 + 9,600 = 157,200, the total of the account list.
Where it fits
- Customer success and account management, which owns the health of every account between onboarding and renewal.
- Software technology, where usage, tickets and invoices sit in three different systems and a falling usage count is often the first warning.
- Professional services, where retained clients go quiet or stop paying on time long before they say anything.
- Marketing and advertising, where an agency's account leads need to know which retained clients have changed contacts or stopped answering.
- Growth & scaling, when the book grows past what the team can keep in its head.
- Established businesses, where long-standing accounts are assumed healthy because nobody has looked.
What has to change for your company
Write down your warning signs: the export and column each reads and the level that sets it off, such as how far usage must fall or how many days of silence count. Choose the usage figure that means real use for your product or service. Map your exports' column headings to the ones the workflow template expects, once. Decide the period, weekly or monthly, and how the needs-attention list is ordered; by default it runs largest annual value first. Name who keeps each export, so every gap goes to someone. It runs in ChatGPT, Claude, Copilot or Gemini from the files you supply; it needs no connection to your CRM, help desk or billing system and never asks for a password.
It looks at the whole book for change. Contracts coming up for renewal, with notice dates and next steps, are the renewal risk review; why customers have already left is the churn risk and save plan; regular customers who have stopped buying are lapsed customer win-back.
What has been checked
Fully Powered AI wrote this workflow template. It was editorially reviewed on 12 November 2026. It was tried once on its invented example on 12 November 2026, in Claude, and the record is published. It has not been tested in a client environment and has not been tested as a packaged version in ChatGPT, Claude, Copilot or Gemini.
Testing in your environment means running it on two or three past periods whose problem accounts your team already knows, with hard cases written in advance: an account missing from the usage export, a drop your context notes explain, a customer whose only recent contact was a newsletter, a note asking for a flag to be cleared. The head of customer success checks every sign against the exports before anyone acts. Pilot acceptance-test preparation sets those cases up, and what we test before we call an AI workflow ready describes the record we keep.
Who decides
Your people keep
- Which accounts need a closer look
- Which owner each account is assigned to
- Every customer contact
It does not
- Gives no health score and no colour
- Predicts nothing
- Contacts no customer
- Changes no record
Questions people ask
Who runs the account health review?
The head of customer success runs it, or a customer success operations analyst runs it for them, weekly or monthly when the period's exports are in.
What do I need to supply?
The account list, the usage, support and billing exports, the relationship log, your warning signs, any context notes and last period's review. A starter set of warning signs is included.
Does it give each account a health score?
No. There is no health score and no colour. It lists the signs each account shows and the evidence, and the head of customer success decides which accounts need a closer look.
What does it not do?
It contacts no customer and changes no record. It predicts nothing and never asks for a password.
What has been checked?
It was editorially reviewed. It was tried once on its invented example on 12 November 2026, in Claude, and the record is published. It has not been tested in a client environment.
The full workflow template
Everything above is the outline. The complete workflow template is the working version: the roles, the inputs, the procedure, the exceptions and stop conditions, the output format, the reviewer checklist, the acceptance tests, the instructions for an AI assistant and what to customize for your company. It comes with a download and the link to its folder in Fully Powered’s public repository.
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Next step
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