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A sample Customer Health Check.

This sample uses fictional data. Foxglove Learning is a made-up EdTech company.

Snapshot

Every account scored, with the revenue attached.

The portfolio view. Who carries a churn signal, who is ready to grow, and how much recurring revenue rides on each.

Seren
Foxglove LearningCustomer Health Check
Snapshot Overview

The book is the active account list, each with an individual customer health score. Expansion signals identify accounts with room to grow. Churn signals identify accounts showing warning signs. Both are tested independently of the customer health score, which is why an account can score well and still appear in the pages that follow.

Accounts triggering both appear once, under churn.

The book

$12,900,368 of $13,180,899 sits in accounts scoring healthy or better.
$280,531 watch (14)  ·  $5,936,199 healthy (132)  ·  $6,964,169 strong (102)
Components of the customer health score
Adoption 35%Engagement 24%Support 24%Champion coverage 18%
3.98
Book average
Category averages, out of 5
Adoption 4.18Engagement 4.55Support 3.54Champion coverage 3.41

Expansion signals

$3,913,234
ARR on accounts signaling growth
98
Of 248 scored accounts
Signals
Accounts
ARR
Renewing
within 90 days
Product breadth only one platform on the contract with high usage on it
79
$3,589,090
19
Seat capacity 85 percent or more of contracted licenses already assigned to users
8
$162,627
1
Product breadth with seat capacity
11
$161,517
2
Total
98
$3,913,234
22
Every account with a signal is named in the insight report, listed under the signal it carries and sorted by renewal date.

Churn signals

$2,377,084
ARR on accounts flagged for risk
38
Of 248 scored accounts
Signals
Accounts
ARR
Renewing
within 90 days
Champion gone quiet no one listed on the account has reached out in months while usage remains high
18
$958,714
4
Champion gone quiet with payment behavior overdue or disputed invoices
5
$526,675
1
No usage during school year no activity during a period in which the account was previously active
12
$453,954
2
Concentrated usage the majority of activity originating from a small fraction of the account's schools
3
$437,741
0
Total
38
$2,377,084
7
Every account with a signal is named in the insight report, listed under the signal it carries and sorted by renewal date.
What the customer health score alone misses
$2,169,639 of ARR scores healthy or better
while carrying a churn signal.
29 of the 38 accounts with a churn signal scored a 3.25 or higher.
Customer Health Check · Snapshot
Prepared by Seren for Foxglove Learning248 accounts scored · data as of August 7, 2026
One account, walked end to end

What a score is made of, and why it ranks where it does.

The same account from the Snapshot, taken apart: the score, the data behind it, the signal it carries, its place in the queue, what the data could not say, and the next step.

The walked account
Silverton Public Schools
$10,193
customer health score3.53·renews in 7 days
Champion gone quietno inbound in 229 days while adoption reads 4.5
4.50
Adoption
35% of score
4.00
Engagement
24% of score
3.00
Support
24% of score
1.67
Champion coverage
18% of score
5.00
Commercial
flag only

  1. The score

    3.53 places this account in the light green band, which is where most of the book sits. The score ranks accounts for attention; it does not predict that this one will churn.

    Adoption and engagement read healthy; support sits at a neutral 3.00 with nothing on record, and champion coverage at 1.67 is low enough to pull the average down and not low enough to move it out of green.

  2. What feeds the score

    Four weighted categories, each read from a different export file, averaged at the weights shown on the card. Every input below is a field in the export, so each one can be checked against the source.

    Adoption4.5072 percent of rostered seats active at peak; 145 core actions per active user across the school year.
    Engagement4.00Last in-season activity 5 days before the May 31 cutoff; second half of the year at 100 percent of the first.
    Support3.00No tickets on record. Scored neutral, since silence is ambiguous.
    Champion coverage1.67229 days since either listed contact last wrote in, 241 days since the last meeting, 2 contacts on file.

    Payment behavior is computed and reported as a flag rather than averaged in, because it sits on one value for nearly every account in a healthy book.

  3. Why this account is flagged

    Observed: the product was in use in every in-season month through May, and neither listed contact has sent a message since December 21, 2025.

    Interpretation: usage this steady is usually driven by someone inside the district, and that person is no longer talking to the account team. The signal fires when the two are true together: adoption at 3.25 or higher with no inbound message in more than 150 days.

    What the signal does not say is that the district has decided to leave. It finds an unattended relationship, not a decision.

  4. Why it gets this priority

    The account renews in 7 days, which puts it first among the 38 accounts carrying a churn signal regardless of how it scores. The contract is $10,193, so the urgency comes from the date rather than the dollars.

    Priority combines renewal timing, contract value, usage and engagement; health and priority are not the same thing. A worse score with a renewal six months out ranks below a milder signal on a contract renewing this month, and a larger contract with the same signal and the same date would rank above this one.

  5. What the data can't tell us

    The helpdesk has no tickets for this account at all, so it can neither confirm nor deny that the district is still in touch; that absence is not a good sign or a bad one.

    The one invoice on file shows Open with no payment date 12 months after it was issued, which may be a payment never recorded rather than a payment never made. The commercial category reads Open as neither paid nor overdue, so it counts for nothing either way.

    The contact log is maintained by hand, so a conversation that happened outside logged email would not appear here. Missing data was not scored against the account and was not taken as evidence that all is fine. The Gap List below records the limits of the contact log and of payment data across the whole book.

  6. What to do next

    Action: before the renewal date, send the district's Chief Academic Officer a short report on what its teachers did with the product this year, using the usage above, and ask who is handling the renewal.

    Owner: the account owner on file. Purpose: to establish whether the district still has someone who owns the product and who is deciding the renewal, with 7 days to find out. Writing to the Chief Academic Officer rather than the day-to-day contact is deliberate: both have been equally silent, and the renewal decision sits with budget authority.

Insight Report

The patterns behind the scores and the actions to take.

The executive summary opens the Insight Report: what was found, what could move retention or expansion, how far each finding can be trusted, and what leadership does in the next 30 days.

Seren
Foxglove LearningInsight Report

Executive summary

What we found
248
Accounts assessed
$2,377,084
ARR on 38 accounts carrying a churn signal
$3,913,234
ARR on 98 accounts signaling growth
Figures reflect the Snapshot above. Signals are assessed separately from the health score, so an account can score well and still carry one. ARR is the contract value on the accounts carrying a signal, not revenue expected to be lost or gained; the groups below overlap and do not add.
What could move retention or expansion
  • Champion gone quiet. On 18 accounts the product is in regular use and the contact log records no inbound message in more than 150 days. If those people have moved on, the renewal has no relationship behind it. Evidence: adoption 3.25 or higher; between 153 and 268 days since the last inbound message. $958,714 in ARR.
  • Champion gone quiet with payment behavior. 5 accounts record no inbound message in more than 150 days and carry two or more unpaid or disputed invoices, usually because the person who handled the account has moved on. Evidence: between 154 and 284 days since the last inbound message; 2 to 4 open invoices per account. $526,675 in ARR.
  • Room to add product. 79 accounts use one platform heavily and hold no second platform on the contract, so a proposal starts from evidence rather than argument. Evidence: more than 40 core actions per active user; Foundations or Keys absent from the contract. $3,589,090 in ARR.
How confident we are
Confidence rates the strength of the evidence behind each pattern, not how serious the pattern is.
Pattern and confidenceWhy
Champion gone quiet
Low		Kept by hand in the contact log; on 12 of 18 accounts a recent helpdesk ticket is missing from it, so who at the district is still in touch is unresolved. See the Gap List below.
Champion gone quiet with payment behavior
Low		Kept by hand in the contact log; on 1 of 5 accounts a recent helpdesk ticket is missing from it, so who at the district is still in touch is unresolved. See the Gap List below.
Room to add product
Medium		Kept by hand in the account list, present on every account, with no other source disagreeing.
What leadership should do in the next 30 days
  1. Contact every churn-signal account renewing within 90 days before the renewal conversation starts.7 accounts · $278,256 in ARR · Owner: Account owner · Before each renewal; the earliest is 7 days out.
  2. Champion gone quiet on the accounts not covered above: send each district a report on its most active schools, so the listed contact has a reason to reply and the district shows who still owns the product, largest first.14 accounts · $728,910 in ARR · Owner: Account owner · Within 30 days.
  3. Confirm each expansion account renewing within 90 days before any offer, and bring its usage evidence to the renewal.22 accounts · $1,094,898 in ARR · Owner: Account owner · Ahead of each renewal; the earliest is 2 days out.

Read the full Insight Report

Gap List

What the data could not answer and what it would take to close the gaps.

Every Health Check ends with this. Some items are faults in the data. Others are limits of reading a single export once.

Seren
Foxglove LearningGap List
Gap List Overview

The gap list records each gap in the data supplied, why it matters to the findings, and what to do about it. Some items are faults in the data. Others are limits of reading a single export once.

In this health check, 248 accounts were scored. Of the 5 items below, 3 are faults in the data and 2 are limits of a single export.
1
Accounts missing contract detailsData fault
The gap12 accounts are missing ARR or a renewal date: 12 missing ARR, 5 missing renewal date.
Why it mattersThese accounts were not scored and are not included in any figure in the health check.
What to do about itThe contract value and renewal date for these accounts, which are listed on the Not scored tab of the appendix. They will score normally once the missing fields are supplied.
2
Usage rows without a dateData fault
The gap75 accounts have usage rows with no month.
Why it mattersTheir rows cannot be ordered, so these accounts are scored on totals only. No trend, no seasonal correction, no movement read.
What to do about itA usage export with a date on every row. The same export re-run with the date field included restores trend, seasonal correction and movement reading.
3
Renewal dates that have not been rolled forwardData fault
The gap4 active accounts carry a renewal date that has already passed.
Why it mattersThe renewal date on file cannot be used to time the work on these accounts. The usual cause is a contract that auto-renewed without its renewal date being rolled forward in the CRM.
What to do about itA review of auto-renewing contracts in the CRM to advance the stored renewal date. Until then signals on these accounts cannot be placed in a renewal window, which the recommended sequence depends on.
4
Champion coverage depends on contacts being loggedLimit of a single export
The gapThe contact log is maintained by hand, so whether a low champion coverage score reflects the relationship or the record cannot be told from the log alone.
Why it mattersWhere contacts are logged consistently, the category measures the relationship. Where logging is inconsistent, it measures record keeping, and the two cannot be told apart from the contact record alone.
What to do about itA sample check across a few accounts scoring low in this category, comparing the contact record against what the account team knows. The result will either confirm the category or require it to be reclassified.
5
Payment behavior reported as a signal rather than scoredLimit of a single export
The gapWhether payment behavior varies enough across accounts to be scored.
Why it mattersPayment behavior sits on the same value for most accounts in a healthy book. Scoring it would average an account with an outstanding invoice into the healthy range, so it is reported as a signal instead.
What to do about itTwelve to eighteen months of billing history. A longer window would show whether the values spread far enough to rank the book rather than single out a few accounts.
Customer Health Check · Gap List
Prepared by Seren for Foxglove Learning5 items · data as of August 7, 2026

What would your Health Check show?

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