Treat the account as the unit, not the individual user

A daily 0 to 100 score on the account rather than the person: how many seats are active, whether usage is trending up or down, how many features the team touches, whether more than one role is engaged, and the tone of support tickets. Banded green at 75 and up, yellow 40 to 74, red 15 to 39, dormant under 15.

All paying B2B accounts, split by engagement tier and refreshed daily. Accounts under 30 days old are left out because there is no history yet, and so are accounts already in a sales led save.

Four emails in your brand voice. Green goes to the champion with what high growth accounts do next. Yellow goes to the admin offering help re-engaging the team. Red goes to the admin and the executive sponsor asking for a 15 minute call. Dormant goes to the champion with what changed since they last logged in.

The admin dashboard shows different things by tier: an expansion roadmap for green, team health stats and invite nudges for yellow, a direct line to your CSM plus setup troubleshooting for red. Dormant accounts get nothing, because they are not logging in anyway.

Tier is read at entry and again every week. Green gets a monthly champion email and a quarterly handoff to the business case journey. Yellow gets an email on day 0 and a CSM task on day 7 if the score has not recovered. Red gets an email and a same day CSM task, then an executive sponsor task on day 3 if nobody has made contact. Dormant gets an email on day 0 and a final one on day 14. Accounts leave when they recover to green, when they cancel, or after 60 days dormant.

How accounts split across the four tiers, which way they moved week over week, how much ARR sits in red and dormant, how often a red account recovers, and the tier mix each CSM is carrying.