Customer Success Health Scoring with Automatic Alerts

Overview

Customer churn rarely happens overnight. There are always warning signs — usage drops, support tickets spike, renewal conversations stall. But if you are not tracking health scores systematically, those signals get buried in separate systems and spreadsheets.

This template creates a single customer health dashboard in monday.com. Formula columns calculate health scores from metrics you input. When a score drops below your threshold, the account manager is alerted automatically. And every score change is logged so you can spot trends before they become cancellations.

Who This Template Is For

• Customer success teams managing post-sale relationships
• Account managers responsible for retention and expansion
• SaaS companies tracking usage-based health metrics
• Service businesses monitoring client satisfaction and engagement

Board Structure

Groups

• Healthy — accounts scoring above threshold (e.g., above 70)
• At Risk — accounts scoring between 40-70
• Critical — accounts scoring below 40
• Churned — lost accounts (retain for analysis)

Columns

Setting Up the Automations

Automation 1: At-Risk Alert

This uses the Formula Column Threshold Trigger.

What it does: When the Health Score drops below 70, the automation fires. The account manager is notified and the Health Status changes to "At Risk".

How to set it up:

1. Open the Automations Centre
2. Search for Community Cookbook recipes
3. Select: When a numeric formula column goes above or below a number
4. Choose the Health Score column
5. Set threshold to: below 70
6. Set action to: change Health Status to At Risk and notify the Account Manager

Set up a second trigger at below 40 to change status to Critical and escalate to the CS team lead.

Automation 2: Score Change Logging

This uses the Formula Column Change Trigger.

What it does: Every time the Health Score recalculates — because you updated Usage, Support, or Engagement scores — the trigger logs the change. This builds a history of account health over time.

How to set it up:

1. Select: When a formula column's calculated value changes
2. Choose the Health Score column
3. Set action to: create an entry on an Audit Log board with the account name, new score, and today's date

Over time, this log becomes invaluable for identifying patterns: which accounts trend downward before churning, which recover after intervention, and which metrics matter most.

Automation 3: Churn Risk Notification

This uses the OR Status Trigger.

What it does: When Health Status changes to "Critical" or "Churned", a single automation notifies leadership. One trigger covers both escalation scenarios.

How to set it up:

1. Select: When a column matches any of these values
2. Set values to: Critical, Churned
3. Set action to: notify the VP of Customer Success

Tips and Variations

• Weighted scoring: Instead of a simple average, weight the scores by importance. If usage matters more than engagement, use a formula like: (Usage * 0.5) + (Support * 0.3) + (Engagement * 0.2).
• Renewal risk overlay: Combine Health Score with Days to Renewal. An At Risk account renewing in 30 days needs immediate attention. Create a filtered view showing At Risk + Days to Renewal below 60.
• Expansion signals: Add a "Growth Potential" dropdown (High, Medium, Low). Healthy accounts with High growth potential are your best upsell targets. Create a view for the sales team.
• Automated check-ins: Use a native monday.com automation to create a reminder task when Last Contact is more than 30 days ago. Pair it with the health score for prioritisation.
• QBR preparation: Before quarterly business reviews, filter by account tier and export the health data. The score history log provides talking points about trends.

What You Will Need

• A monday.com account (Standard plan or above)
• Community Cookbook installed from the monday.com marketplace
• About 15 minutes for initial setup
• A process for regularly updating the three input scores (Usage, Support, Engagement)

Frequently Asked Questions

How often should I update the health scores?+

Can I automate the input scores from other tools?+

What is a good threshold for At Risk?+