Account - Why Is Marking Account Health Important?

What Is Account Health?

Account Health reflects how strong or at-risk the relationship is with a customer.
It’s a manual field designed to help teams quickly assess whether an account is thriving, starting to slip, or in danger of churn.

There are three values:

🟢 Healthy – Everything’s on track. Strong engagement, happy customer, no blockers.
🟠 At Risk – Some concerns are emerging. Could be low usage, product issues, or renewal hesitation.
🔴 Critical – Major problems present. Churn is likely, the customer is unresponsive, or the relationship is strained.

Why Is It Important?

Spot Issues Before They Escalate

Flagging At Risk or Critical accounts early gives your team time to intervene, re-engage, or escalate before the customer walks away.

Inform Strategic Conversations

Health status is one of the first things leadership and Customer Success teams look at during renewals, QBRs, and exec check-ins.

Focus Where It Matters

Healthy accounts may be ready for upsell. At Risk accounts need nurturing. Critical accounts require urgent attention.

Drive Smarter Reporting

Account Health feeds into dashboards and renewal forecasts. It’s essential for understanding overall customer risk and revenue exposure.

When Should I Update It?

Update Account Health whenever there’s a meaningful change in the relationship, such as:

Negative feedback or complaints
Product adoption drop-off
Stakeholder turnover
Missed meetings or disengagement
Positive developments or contract expansions

How Do I Set It?

Go to the Account record
Find the field: Account Health
Select one of the following values:
- 🟢 Healthy
- 🟠 At Risk
- 🔴 Critical

The coloured dot will appear automatically based on your selection.

Tip - Account Health isn’t just a reporting field—it’s a flag for action.
If you set a record to At Risk or Critical, make sure to also:

Add a quick note explaining why
Tag the Account Team or CSM for visibility
Log a task or next step to address the issue