---
page_id: notion_page_customer_health_playbook
title: 'Customer Health Playbook'
owner_person_key: priya_shah
owner_team: customer_success
owner_notion_user_id: notion_user_0005
status: current
created_time: 2026-02-03T13:45:00-08:00
last_edited_time: 2026-03-27T14:50:00-07:00
tags:
  - customer-success
  - health
  - risk
related_expected_answers:
  - customer_health_risk_accounts
related_metric_keys:
  - active_customers
anchors:
  - notion://notion_page_customer_health_playbook#risk-definition
---

# Customer Health Playbook

Owner: Priya Shah (customer_success)

## Risk Definition
Anchor: notion://notion_page_customer_health_playbook#risk-definition

Customer health combines support ticket severity and recent requisition or approval usage.

Active customers must have an active paid subscription and at least one qualifying procurement action in the trailing 30-day window.

High-risk accounts are reviewed for renewal action when severe open tickets coincide with falling workflow activity.

As of 2026-03-31 the governed customer-health mart reports 9 high-risk accounts.

## Support Signals
Anchor: notion://notion_page_customer_health_playbook#support-signals

Customer health combines support ticket severity and recent requisition or approval usage.

## Procurement Activity Signals
Anchor: notion://notion_page_customer_health_playbook#procurement-activity-signals

Active customers must have an active paid subscription and at least one qualifying procurement action in the trailing 30-day window.

## Renewal Review
Anchor: notion://notion_page_customer_health_playbook#renewal-review

High-risk accounts are reviewed for renewal action when severe open tickets coincide with falling workflow activity.

## Related Evidence

- notion://notion_page_customer_health_playbook#risk-definition
- expected-answer://customer_health_risk_accounts
