Install with the knack CLI: knack pull @knack/account-health-framework — then it runs in Claude Code, Cursor, Codex, or any agent that reads the open Anthropic Skills format.
When to Use
- Building dashboards or scorecards for CS/account management reviews.
- Triggering proactive outreach based on usage, sentiment, or commercial shifts.
- Aligning leadership on what defines green/yellow/red customers.
Framework
- Signal Library – define categories (product usage, support, sentiment, executive alignment, commercial).
- Weighting & Thresholds – assign weights and thresholds per segment/tier.
- Automation Hooks – map scores to alerts, workflows, and CRM fields.
- Play Mapping – connect each tier to recommended plays and owners.
- Review Cadence – set refresh frequency, calibration sessions, and feedback loops.
Templates
- Health Scorecard: See
assets/health_scorecard.md for calculation and components.
- Risk/opportunity matrix with recommended plays.
- Alert + workflow checklist for RevOps.
Tips
- Tune weights by segment to avoid false positives.
- Include qualitative inputs (exec sentiment, champion strength) to supplement data.
- Audit data sources quarterly to maintain trust in the score.