Account health · an explainable score

The Health tab shows each account's score with the Computed value and the Manually adjusted value side by side, the Adjustment reason, the Band and the Top risk. It is there so Customer Success can work the queue of at risk accounts before the risk turns into a cancellation, and the history shows the trajectory, which says more than a single number.

Account health is the attempt to answer, before the cancellation notice arrives, which customers are doing badly. The trouble with almost every health score is that it becomes a black box: a number between 0 and 100 that nobody can trace, and therefore nobody uses. The Health tab was built not to be that.

How the number is built

The score combines several dimensions of the relationship, such as adoption, usage, support, engagement, finance and relationship, each with its own weight. The result keeps how much each dimension contributed and which one was weakest, and that one appears in the Top risk column. The version of the model used is recorded alongside it: changing the formula does not silently rewrite what has already been measured.

The bands

• Critical: below 40.
• At risk: from 40 to under 60.
• Healthy: from 60 to under 80.
• Excellent: 80 or above.

Computed and Manually adjusted are different things

When somebody on the team disagrees with the model, the manual adjustment takes precedence, but it does not replace the calculation: both columns stay visible, with the Adjustment reason next to them. Showing only the final number would hide the fact that somebody moved it, and a score nobody can audit is a score nobody trusts. An adjustment with no written reason is a warning sign in itself.

1. Open SaaS from the menu and go to the Health tab.
2. Start with Accounts at risk, which already brings only the accounts in the lower bands, worst first.
3. Compare Computed with Manually adjusted. If there is an adjustment, read the Adjustment reason before drawing any conclusion.
4. Look at the Top risk: it tells you where to start, because it is the dimension pulling the score down hardest.
5. Click the account to open the Health history and see the trajectory.
6. Use All accounts when you want the whole base and not just the risk queue.

Limits and common questions

• The screen says No health computed: the calculation has not run for any account in your organization yet.
• No account at risk right now: no account is in the critical or at risk bands. That is good news, not an error.
• The Health history does not appear: that account has no earlier readings on record yet.
• The Account column shows a short identifier instead of the full name. For the name and the context, use the Accounts tab.
• This tab is read only. Computing health and recording or removing a manual adjustment are not done from this screen.

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