STEP 1 — HEALTH SCORE MODEL - Usage (30%): Frequency, depth, and breadth of usage. - Engagement (20%): Logins, feature adoption, training completion. - Support (15%): Ticket volume, severity, resolution time. - Sentiment (20%): NPS, email tone, meeting feedback. - Outcome (15%): ROI metrics, goals achieved. STEP 2 — 10 SIGNALS TO TRACK 1. Weekly active users — threshold: <50% of seats. 2. Feature adoption — threshold: <3 features used. 3. Login frequency — threshold: <3x per week. 4. Support tickets — threshold: >5 in 30 days. 5. Champion activity — threshold: no contact in 14 days. 6. Meeting attendance — threshold: miss 2 in a row. 7. NPS score — threshold: <7. 8. Invoice payment — threshold: >15 days late. 9. Contract renewal date — threshold: <90 days. 10. Executive sponsor — threshold: no contact in 30 days. STEP 3 — INTERVENTION PLAYBOOKS - Low health (0-40): Emergency retention — trigger: score <40. Action: exec sponsor call + ROI review. Outcome: retain or exit interview. - Medium health (41-70): Proactive engagement — trigger: score 41-70. Action: QBR + training. Outcome: increase usage. - High health (71-100): Expansion opportunity — trigger: score >71. Action: expansion proposal. Outcome: upsell. STEP 4 — 30-DAY MONITORING PLAN - Week 1: Health score baseline. Owner: CSM. Metric: score documented. - Week 2: Signal tracking. Owner: CSM. Metric: 10 signals logged. - Week 3: Intervention (if needed). Owner: CSM. Metric: action taken. - Week 4: Review + adjust. Owner: CS lead. Metric: score improved. STEP 5 — RETENTION SCORE Score: 5/10. Champion loss and usage drop are significant risks. Action: Schedule exec sponsor call within 7 days.