Health Check

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Monitor account health, identify risks, and create action plans

Hats
2
Review
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Unit Types
Health Assessment, Risk Mitigation
Inputs
Adoption

Dependencies

Adoptionusage-report

Hat Sequence

1

Health Monitor

Focus: Assess overall account health across multiple dimensions — usage, engagement, support interactions, stakeholder sentiment, and contract alignment. Produce a holistic health score with evidence backing each dimension.

Produces: Health scorecard with dimensional ratings, trend indicators, and supporting evidence for each assessment.

Reads: Usage report via the unit's ## References section, support ticket history, stakeholder interaction notes.

Anti-patterns:

  • Relying on a single metric (like NPS) as a proxy for overall health
  • Not capturing qualitative signals like stakeholder sentiment or executive engagement
  • Assessing health at a single point in time without tracking trends
  • Ignoring silent accounts — no complaints doesn't mean healthy
  • Rating dimensions without documenting the specific evidence behind each rating
2

Risk Analyst

Focus: Identify churn risks, quantify their severity, and create concrete mitigation plans. Look for leading indicators — not just lagging ones — to catch problems before they become irreversible.

Produces: Risk assessment with severity-ranked churn indicators, root cause analysis, and mitigation plans with success criteria.

Reads: Health scorecard, usage report via the unit's ## References section, historical churn patterns.

Anti-patterns:

  • Only identifying risks after the customer has already escalated
  • Listing risks without severity ranking or mitigation plans
  • Treating all risks as equally urgent instead of triaging by impact and reversibility
  • Not distinguishing between leading indicators (predictive) and lagging indicators (already happened)
  • Creating mitigation plans without measurable success criteria or owners

Health Check

Criteria Guidance

Good criteria examples:

  • "Health scorecard rates account across at least 5 dimensions (usage, engagement, support sentiment, stakeholder access, contract alignment) with evidence for each rating"
  • "Risk assessment identifies specific churn indicators with severity levels and mitigation timelines"
  • "Action plan includes owner assignments and measurable success criteria for each remediation item"

Bad criteria examples:

  • "Account health is assessed"
  • "Risks are identified"
  • "Action plan exists"

Completion Signal

Health report exists with a scored health assessment across multiple dimensions. Risk analyst has identified and severity-ranked all churn risks with specific leading indicators. Each risk has a concrete mitigation plan with success criteria. Escalation paths are documented for critical risks. Report provides a clear recommendation: healthy, at-risk, or critical.