Customer health score workflow template

Steps in this flowchart

• Nightly data sync
• Product usage from Segment or Pendo
• Support tickets from Zendesk
• NPS & CSAT responses
• Billing & renewal date from Stripe or Salesforce
• Weighted health score in Gainsight or ChurnZero
• Health band?
• Expansion & advocacy playbook
• CSM check-in & adoption plan
• At-risk playbook & executive sponsor call
• Renewal within 90 days?
• Escalate to CS leadership & account exec
• Success plan with milestones
• Score improved in 30 days?
• Log outcome in CRM
• Quarterly score model review

How to use this flowchart template

1. Click Open in the editor. The flowchart opens on a new page in FlowDiagram — nothing is uploaded and there is no sign-up.
2. Rename, add or delete shapes and drag them where you want; connectors stay attached as things move.
3. Drop in vendor logos from the library — 1,160 of them, including every AWS, Azure and Google Cloud service icon — or restyle it with the colour and theme controls.
4. Prefer text? Edit the Mermaid source below and paste it in through ☰ → Import diagram (see the Mermaid editor); it imports as an editable diagram.
5. Export to PNG, SVG or PDF, or press Ctrl+L for a link that carries the whole diagram.

Mermaid source

The whole template is the text below. Paste it into FlowDiagram, keep it in Git next to the code it describes, or hand it to an AI assistant to extend.

flowchart TD
  A((Nightly data sync)) --> B[Product usage from Segment or Pendo]
  A --> C[Support tickets from Zendesk]
  A --> D[NPS & CSAT responses]
  A --> E[Billing & renewal date from Stripe or Salesforce]
  B --> F[Weighted health score in Gainsight or ChurnZero]
  C --> F
  D --> F
  E --> F
  F --> G{Health band?}
  G -->|Green| H[Expansion & advocacy playbook]
  G -->|Yellow| I[CSM check-in & adoption plan]
  G -->|Red| J[At-risk playbook & executive sponsor call]
  J --> K{Renewal within 90 days?}
  K -->|Yes| L[Escalate to CS leadership & account exec]
  K -->|No| M[Success plan with milestones]
  L --> M
  I --> N{Score improved in 30 days?}
  N -->|No| J
  N -->|Yes| O[Log outcome in CRM]
  M --> O
  H --> O
  O --> P((Quarterly score model review))

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