Build a customer health scorecard before the QBR cycle
Images on this page are for illustrative purposes only. Example outputs in this play are illustrative — the structure, fields, and format reflect real Lusha and Gmail connector output, but were not pulled from a live session. Run the prompt with your own customer accounts to see live results. Personal details in any live examples are masked or abbreviated for privacy.
A customer health scorecard built before the QBR cycle means knowing which accounts are at risk before the meeting, not during it. This Claude prompt scores every customer account on five verifiable dimensions via Lusha and Gmail — contact coverage, engagement recency, account signals, renewal proximity, and CS commitment hygiene — and returns GREEN, AMBER, or RED per account with a specific recommended action for every account that needs one.
The prompt
This prompt may contain placeholders — look for [BRACKETS] and fill them in.
<context>
Before the QBR cycle, I want a structured health scorecard for each customer account — not a gut-feel rating, but a scored assessment based on contact coverage, account signals, open issues, renewal proximity, and conversation history.
My customer accounts:
- Account list: [PASTE COMPANY NAME, ACV, CS OWNER, RENEWAL DATE, PRODUCT TIER — one per line]
- What we sell: [PRODUCT / SOLUTION]
- QBR cycle starts: [DATE]
- Slack channel: [CHANNEL NAME OR "skip"]
</context>
<task>
1. For each customer account, use Lusha to check:
- Primary contact still at the company in the same role?
- Secondary contacts covering decision-maker and technical owner?
- Any account signal in the last 30 days: headcount change, exec hire, M&A, funding?
2. Search Gmail for conversation health:
- When was the last CS-initiated touch?
- Did the customer reply? How recently?
- Any open commitments from the CS side not yet delivered?
- Any negative signals: escalations, complaints, unresponsiveness?
3. Score each account on five dimensions (1–3 per dimension):
- Contact coverage: 3 = CS + champion + economic buyer verified; 2 = CS + champion; 1 = CS only
- Engagement recency: 3 = inbound in last 14 days; 2 = inbound in last 30 days; 1 = no inbound in 30+ days
- Account signals: 3 = positive signal (growth, funding); 2 = neutral; 1 = risk signal (M&A as target, headcount cut)
- Renewal proximity: 3 = 90+ days out; 2 = 31–90 days; 1 = 0–30 days (urgent)
- Commitment hygiene: 3 = no open CS commitments; 2 = 1 open commitment; 1 = 2+ open commitments
Total score 12–15 = GREEN · 8–11 = AMBER · 5–7 = RED
4. Build the health scorecard:
## Customer health scorecard — [Date]
Account · ACV · Renewal · Score · Status · Primary risk
## RED accounts — act before QBR
Full scorecard breakdown per RED account with recommended action
## AMBER accounts — monitor
What's driving the AMBER status and what to do before QBR
## GREEN accounts — expansion opportunities
Positive signals worth surfacing for upsell
5. Post to Slack if specified.
</task>
<constraints>
- Scores based on verifiable data — Lusha contact status and Gmail thread history.
- RED accounts must have a specific recommended action, not generic advice.
- Renewal proximity scoring calculated from today's date.
- GREEN accounts with a positive Lusha signal should flag expansion opportunity.
</constraints>What you'll get back
The situation: A CS manager runs the health scorecard for 4 accounts before the July QBR cycle begins.
Customer health scorecard — June 2026
🔴 RED — act before QBR
Vantage Enablement · $58K ACV · Renewal: July 15 · CS: Marcus
| Dimension | Score | Detail |
|---|---|---|
| Contact coverage | 1 | CS only — champion B.N. departed, no replacement found |
| Engagement recency | 1 | No inbound from customer in 38 days |
| Account signals | 1 | M&A signal detected — Vantage acquired by Falcrest Group 3 days ago |
| Renewal proximity | 1 | Renewal in 14 days — urgent |
| Commitment hygiene | 2 | 1 open CS commitment: integration guide promised May 20, not sent |
Total: 6 — RED
Primary risk: Renewal in 14 days, M&A just announced, no active champion, and CS owes a deliverable.
Recommended action: Find the new primary contact at Vantage this week via Lusha. Send the overdue integration guide today. Call before July 10 to confirm the contract position under the new ownership structure.
🟡 AMBER — monitor
Ashford Platforms · $95K ACV · Renewal: September 1 · CS: Sarah
| Dimension | Score | Detail |
|---|---|---|
| Contact coverage | 2 | CS + champion (D.R.) verified · economic buyer (CFO) not mapped |
| Engagement recency | 2 | Last inbound from D.R.: May 29 — 12 days ago |
| Account signals | 3 | Sales headcount up 28% — positive growth signal |
| Renewal proximity | 3 | Renewal 93 days out |
| Commitment hygiene | 1 | 2 open commitments: HubSpot docs and DPA link not sent |
Total: 11 — AMBER
What’s driving AMBER: 2 open CS commitments and CFO not mapped. Everything else is healthy.
Action before QBR: Send HubSpot documentation and DPA link this week. Use the expansion signal as the conversation opener.
✅ GREEN — expansion opportunities
Dunmore Analytics · $72K ACV · Renewal: December 1 · CS: James
Score: 13 — GREEN
Signal: Series B closed 18 days ago · Headcount growing
Expansion opportunity: Dunmore just acquired Meridian Analytics — 580-person entity not yet on the contract. Expansion conversation warranted.
Crestline Software · $45K ACV · Renewal: October 15 · CS: James
Score: 14 — GREEN
Signal: New CRO hired 12 days ago
Expansion opportunity: New CRO is evaluating the full stack in the first 30 days. Proactive check-in this week before an evaluation conversation becomes a replacement conversation.
Summary: 1 RED · 1 AMBER · 2 GREEN
Illustrative example — fictional company names used. Run with your own customer accounts to see live results.
Why use Lusha in Claude
The Vantage Enablement RED score is the finding that changes what happens before the QBR. A renewal in 14 days with an M&A signal, no active champion, and 2 open CS commitments is not just an account health problem — it’s an active churn risk that needs same-day action. Without the scorecard, Marcus enters the QBR with Vantage on the renewal tracker as “on track” because it’s in the system. With it, Marcus knows the risk 2 weeks in advance and has a specific set of actions to execute before the contract date arrives. The Crestline expansion flag in the GREEN section is the other valuable finding: a new CRO 12 days into the role is a window that CS can use proactively before it becomes a threat.
Data drawn from 300M+ verified contacts under GDPR, CCPA, SOC 2, ISO 27701, ISO 31700, and TRUSTe.
FAQ
How is this different from the churn risk flag play?
The churn risk flag play identifies accounts at churn risk based on signals. This play produces a full five-dimension scorecard per account — including dimensions that don’t indicate churn risk in isolation (like renewal proximity and commitment hygiene) but combine with others to produce an accurate health picture. The churn risk play is a signal detector; this is a structured health assessment.
How often should I run this?
Before each QBR cycle — quarterly for most CS teams. For accounts with renewals in the next 60 days, run it monthly. The five dimensions are designed to change meaningfully over a 30-day period, so weekly runs produce too much noise.
Can I customize the five dimensions?
These five dimensions are universally verifiable from Lusha and Gmail. If a team has additional data points — NPS scores, support ticket volume, product usage — paste them into the account list field and the prompt will incorporate them into the written assessment. The scoring formula is fixed at 1–3 per dimension but the dimensions themselves can be adjusted.
What if a GREEN account has an expansion signal but CS doesn't own upsell?
The prompt flags the signal regardless — whether CS or sales owns the upsell conversation depends on the team’s structure. The flag is what matters: the Crestline new CRO finding is relevant whether CS initiates the conversation or passes it to an AE.
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