Purpose: rank the eight accounts by likelihood of churn or downgrade before the renewal window, and trigger action on the ones that go quiet as well as the ones that complain.
| Category | Weight | What it measures | Scoring guide |
|---|---|---|---|
| Usage | 45% | Are incidents declared, worked and closed in PulseOps, and are advanced features in use | 90+: all on-call engineers active, advanced features used weekly. 70-89: core workflow used, advanced features partial. 50-69: logins but incidents handled elsewhere. Below 50: minimal activity or a sustained drop |
| Support | 25% | Ticket severity and trend, not raw count | 90+: no Sev 1/2 in 90 days. 50-69: Sev 1/2 in the last 90 days, resolved. Below 50: Sev 1/2 with unresolved trust impact |
| Relationship | 20% | Number of engaged contacts, economic buyer identified | 90+: champion plus economic buyer, both responsive. 60-79: one strong contact. Below 50: single contact, low engagement |
| Commercial | 10% | Contract size relative to book, time to renewal | Lower as renewal approaches without a plan in place |
Sentiment and NPS are excluded. No survey data exists for these accounts, and a placeholder score would be invented. Added once a feedback loop exists.
Thresholds: 75+ Green, 50-74 Yellow, below 50 Red.
Review cadence: monthly, and within 48 hours of any Sev 1/2 incident. Sub-scores logged as a HubSpot note on the company record; total set on the Health Score property.
| Account | Tier | Usage | Support | Relationship | Commercial | Total | Status |
|---|---|---|---|---|---|---|---|
| Vantra Pay | Strategic | 90 | 90 | 90 | 70 | 88.0 | Green |
| Norwell Retail Group | Strategic | 85 | 85 | 85 | 65 | 83.0 | Green |
| Ardenwell Health | Key | 80 | 85 | 65 | 75 | 77.75 | Green |
| Coreflow Logistics | Key | 85 | 85 | 85 | 75 | 84.0 | Green |
| Brightpath SaaS | Key | 35 | 40 | 30 | 45 | 36.25 | Red |
| Solace Dev Tools | Key | 90 | 90 | 85 | 80 | 88.0 | Green |
| Marlow Commerce | Growth | 85 | 85 | 60 | 70 | 78.5 | Green |
| Verdant Fintech | Growth | 50 | 80 | 55 | 60 | 59.5 | Yellow |
Green: standard coverage for tier.
Yellow: TAM outreach within 5 business days, root cause of the drop recorded on the account, re-score in 30 days.
Red: recovery plan written within 5 business days, leadership visibility, re-score after every action.
Brightpath SaaS, Red. Usage 35, Support 40, Relationship 30. Sev 1 on PulseOps' side on May 26, advanced feature use has not returned, single contact, renewal October 22. Recovery in progress, see Incident & Escalation and Renewal Risk.
Verdant Fintech, Yellow. Usage 50, Relationship 55. No incidents, no tickets, one low-engagement contact, low login frequency. Flagged for proactive outreach; reached out to Oliver Tan directly on September 4, 2026, no response yet. Follow-up scheduled for September 11.
All four sub-scores are assessed manually at each review. On a production CS team, Usage and Support would be computed automatically from product telemetry and the ticketing system, with the TAM scoring Relationship by hand. Manual scoring was chosen so the model could run on real PulseOps and HubSpot data without building an integration first.
