AI Customer Health Scorecard

Early AI and SaaS accounts need a simple health model before the customer is obviously stuck. This scorecard keeps the team focused on activation, support friction, escalation clarity, and safe data handling.

Core Signals

• Primary workflow completed.
• Activation owner assigned.
• Repeated support questions covered by macros.
• AI or workflow boundary is clear.
• Integration readiness is known.
• Escalation owner and response window are assigned.
• Data handling follows the approved boundary.
• Weekly review cadence exists.

Green / Watch / Risk Examples

• Green: customer completes the first value workflow without help.
• Watch: customer completes the workflow, but only after repeated support help.
• Risk: customer cannot complete the workflow or expects out-of-scope behavior.
• Green: repeated questions are covered by macros.
• Watch: repeated questions exist, but support wording is incomplete.
• Risk: the same questions block rollout and no owner is assigned.

Weekly Review Questions

• Which workflow created value this week?
• Which support question repeated?
• Which macro or help article needs revision?
• Which issue needs product or implementation review?
• Which owner has the next action?

Boundary

This is a customer-success operations rubric. It is not legal, medical, tax, investment, security incident-response, or compliance advice.