Monitor Customer Health
Health scores miss churn signals until it's too late. Health scores based on logins and feature usage miss the full picture. Your interviewer proactively checks in with customers at key moments — renewal, post-onboarding, quarterly reviews — to understand satisfaction, uncover risks, and identify expansion opportunities. CS gets the human signal no dashboard can capture.
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Questions it always asks
The core fields every response captures.
Always ask how well the product is meeting their team's needs
Ask if there are any concerns about their upcoming renewal
How it adapts
Follow-ups that change based on what people say.
If they mention their team isn't using the product, ask what's blocking adoption
If they're considering alternatives, ask what features they're missing
Where it routes people
Different paths for different answers.
If they express churn risk, escalate to their CSM immediately
If they mention expansion needs, flag for the sales team
Automations it can trigger
Actions that fire the moment a response comes in.
Update Gainsight health score with qualitative sentiment data
Alert #cs-risk in Slack when accounts show churn signals
Add expansion opportunities to HubSpot pipeline
How this AI template works
At key moments in the customer lifecycle — 30 days post-onboarding, pre-renewal, quarterly check-ins — your interviewer reaches out with a conversational health check. It asks about satisfaction, unmet needs, team adoption, and future plans. At-risk accounts get flagged. Happy accounts get asked about expansion. Everything flows to Gainsight and Slack.
Getting started
- 1
Define your key customer lifecycle moments for check-ins
- 2
Share what your CSMs wish they knew before every renewal
- 3
Connect to Gainsight for health score updates and Slack for alerts
- 4
Deploy at lifecycle triggers and start hearing from customers proactively
Template Details
- Agent Type
- Interviewer
- Industries
- SaaS / Tech
- Roles
- Customer SuccessProduct Manager
- Integrations
- Gainsight, Slack, Hubspot
- Times Used
- 1,900+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
No context. No follow-up. No next step.
- Health check forms collect satisfaction ratings but miss early churn signals — customers quietly evaluating competitors still check 'satisfied' out of habit or politeness
- Static questions can't probe adoption barriers because they ask the same things regardless of the customer's maturity, use case, or recent changes in their business
- Checkbox-based assessments miss expansion opportunities since forms never explore whether the customer's needs have outgrown their current plan or feature set
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Right team. Full context. Instant action.
- AI conversations detect subtle churn signals like competitive evaluation, shifting priorities, or internal champion departures that no rating scale can capture
- Dynamic follow-ups explore adoption barriers specific to each account, uncovering why features go unused and what training gaps are holding them back
- Conversational probing surfaces expansion opportunities naturally, identifying when a customer's needs have grown beyond their current plan before they look elsewhere
What is a customer health score and why do you need one?
A customer health score predicts how likely a customer is to renew, expand, or churn. Traditional health scores rely on product usage data and support ticket volume — signals that tell you what is happening but not why. A customer might show healthy login frequency while quietly evaluating competitors. Another might have low usage because they've integrated your product so deeply they only need it occasionally. This customer health check template adds the qualitative dimension that usage data misses, giving you a complete picture by actually asking customers how they feel about the relationship.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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