Logins and capacity can make an account look healthy while the relationship is thinning out. Flip from the old view to the broadened one and watch which green accounts turn out to be at risk, and which flagged accounts were fine all along.
What's real and what isn't. The weekly rhythm below is how I've run renewal-risk reviews. The company, accounts, people, signals, thresholds and numbers are a recreated, fictional example, not an internal document from a former employer.
CSMs update each top account: signals, color, next step and date. An update more than a week old is flagged as late.
Leads prep: what changed since last week, which overrides need a second look, and where another team is needed.
The cross-functional review opens with red accounts. Every account leaves with a named owner, a next step and a date.
Work the next two to three quarters first. A red account with time left is where effort changes the outcome; a red account renewing next month needs a save plan today.
CSMs update by Monday end of day, leads prep Tuesday, and the Wednesday review opens with red accounts. Sales, Solutions and Renewals all see the same owner, next step and date. Updates more than a week old are flagged as late.
The old view showed green every week. Step through what the broadened view saw, and what the CSM did about it.
Each signal uses data a CSM can actually see: usage reports, contract dates, CRM notes and support tickets. No weighted health score. Thresholds differ by pricing model: on consumption, usage is the bill.
Champion left, customer asked to reduce, one champion and a sponsor who hasn't seen value, or two or more red signals.
One red signal, or two or more yellow signals.
Everything else.
A CSM can override the color with a written reason. A low-confidence yellow has to name the evidence that would move it. The rubric makes ratings comparable across CSMs; it doesn't replace the person who knows the customer.
A green dot is a clue, not an alibi. Ask who is logging in, who would notice if the platform disappeared, and when the person who signs the renewal last saw what it does.