Reference table
Customer health score tiers and CSM playbooks
A tier table for a 0 to 100 customer health score, mapping each band to a status and a customer success playbook. Green accounts get expansion and referral asks, yellow gets personal outreach and a sponsor check-in, orange escalates to a CS leader, and red gets a save attempt and a root cause interview. Use it to turn a health score into weekly CSM work. Koji can run the root cause and check-in interviews.
Where this appears
What's in this reference table
| Score | Tier | Status | CSM playbook |
|---|---|---|---|
| 80 to 100 | Green | Healthy, possible expansion | Expansion conversation, case study request, referral ask |
| 60 to 79 | Yellow | At-risk, intervene | Personalized outreach, executive sponsor check-in, mini business review |
| 40 to 59 | Orange | Churn risk, escalate | Escalation to CS leader, value proof session, dedicated remediation plan |
| 0 to 39 | Red | Imminent churn | Save attempt with discount or scope reduction, root cause interview, formal exit prep |
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/customer-health-score-tiers-and-csm-playbooks"><img src="https://www.koji.so/visuals/customer-health-score-tiers-and-csm-playbooks/customer-health-score-tiers-and-csm-playbooks.png" alt="Table of customer health score tiers: green 80 to 100, yellow 60 to 79, orange 40 to 59 and red 0 to 39, each with its status and the CSM playbook to run." width="1200" height="894" /></a>
<p>Source: <a href="https://www.koji.so/visuals/customer-health-score-tiers-and-csm-playbooks">Customer health score tiers and CSM playbooks</a>, Koji</p>
