Customer Health Score Framework template for Google Docs

The first pages of the Customer Health Score Framework template

Every page (7)

Overview

Renewals are lost quietly, long before the renewal conversation, when usage falls and nobody acts. This framework sets out a customer health score: the inputs and weights, the bands, the at-risk list with causes, and the save plays and renewal countdown that follow. It keeps retention work visible, so account teams act early rather than in the final month.

The sample is for Flintmere Solutions, a fictional software company with 71.5 percent of accounts in the green band and a gross retention of 91 percent. Its scores, weights and renewal figures are sample data. Replace the inputs and bands with signals you measure, and test the score against your own churn before you rely on it.

Useful for

A CSM preparing a renewal plan for a large account
A customer success lead checking which accounts need a save play
A product leader reviewing the health model each quarter

What's included

Inputs page with sources, weights and the score bands
Weights chart and a table of inputs by quarter
Health bands scorecard with renewal ARR and saves
Actions checklist and a six-week gantt for the review
Review callouts on what held and what changed
Lessons page with a short SWOT and a timeline

How to use it

1
Click Make a copy in Google Docs, then confirm on the Google page. The copy is saved to your own Google Drive.
2
Write each customer's three goals in their own words, with the measure for each.
3
Replace the inputs and weights with signals you can measure, then check the bands.
4
Set the renewal date and the 90-day countdown steps for each account.
5
Delete the guide page, then share the health model with customer success leads.

What you need

Requirements

A Google account with access to Google Drive

Works with

Google Docs
Microsoft Word (download the .docx)

Questions

Is this customer health score template free to use?

Yes, free to copy. Your Drive version lets each account team run the health model with its own signals.

Are the company, people and figures real?

No. Flintmere Solutions, its accounts, scores and renewal figures are fictional sample data. Replace them with your own before you use the framework with customers.

How often should the health score be reviewed?

Refresh the inputs every week and test the weights each quarter against actual renewals and churn. A score that is never checked against outcomes slowly stops predicting anything.

#customer-health-score
#customer-success
#churn-prevention
#renewal-management
#account-management
#google-docs-template

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