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Prompt

Build a customer health scorecard before the QBR cycle

Built by: Lusha
Tools: Claude ▪ Gmail ▪ Lusha

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

Open in Claude Open in ChatGPT 
<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

DimensionScoreDetail
Contact coverage1CS only — champion B.N. departed, no replacement found
Engagement recency1No inbound from customer in 38 days
Account signals1M&A signal detected — Vantage acquired by Falcrest Group 3 days ago
Renewal proximity1Renewal in 14 days — urgent
Commitment hygiene21 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

DimensionScoreDetail
Contact coverage2CS + champion (D.R.) verified · economic buyer (CFO) not mapped
Engagement recency2Last inbound from D.R.: May 29 — 12 days ago
Account signals3Sales headcount up 28% — positive growth signal
Renewal proximity3Renewal 93 days out
Commitment hygiene12 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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