Health scoring
Planhat signals update sheets and Slack on score changes.
FOR CUSTOMER SUCCESS TEAMS
Renewals you see before they slip
Health scores, onboarding tasks, and QBR decks scatter across CS platforms and spreadsheets. WEXTL scores accounts, flags renewal risk, runs onboarding checklists, and packs QBR data on a canvas CSMs can adapt.
Deploys this workflow into your workspace — you'll connect your own accounts.
Customer health workflow from Planhat to Sheets and Slack
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* Illustrative example, not measured customer data.
Customer Success automation, at a glance
Renewal risk
Filter at-risk renewals, email owners, alert the pod.
Onboarding checklist
Asana milestones trigger Teams welcomes and Slack nudges.
QBR pack
Pull CS metrics into Power BI and email the deck pack.
CS playbooks with proof
Health scores that propagate
Watch Planhat companies, filter score drops, append Sheets, Slack alert.
- Trigger — Planhat recomputes an account's health score (nightly, or on a new usage/support/survey event) and it crosses a saved threshold.
- Information collected — the score delta, which signals moved it (usage trend, open ticket count/severity, latest NPS or CSAT response), account ARR tier, and the assigned CSM.
- Connected applications — Planhat for the score and usage data, Zendesk for ticket volume and severity, Google Sheets for the running risk log, Slack for the pod alert.
- Decision logic — severity tier (watch, at-risk, red) is set by score band crossed with ARR tier; enterprise accounts alert the individual CSM immediately, SMB accounts batch into a daily digest instead of pinging on every drop.
- AI step — drafts a short internal brief explaining which signal moved and by how much, so the CSM isn't reverse-engineering the drop across three dashboards.
- Human approval — the internal Slack alert posts on its own; any customer-facing save-play message waits for the CSM to read and edit it first.
- Actions — appends a row to the risk log, posts to the pod channel, and opens a save-play task in Asana assigned to the account owner.
- Exception handling — if usage data hasn't synced in 7+ days, the account is flagged as a data gap instead of scored, so a sync outage never reads as a churn signal.
Customer health workflow from Planhat to Sheets and Slack
What a CSM's day actually looks like without one system
None of it is hard work. It's just scattered. A health score lives in Planhat, but the reason it dropped is buried in a Zendesk ticket thread the CSM has to go find. A renewal is 45 days out and nobody flagged it because the AE and the CSM each assumed the other was watching. A QBR deck needs usage numbers, ticket trends, and last quarter's open action items pulled from three tools and pasted into one slide — half a day gone before the CSM even starts writing talking points.
The health score without the why
A number moves in Planhat; explaining which signal caused it means opening two more tools.
The renewal nobody was watching
45 days out with no flag, because 'watching it' wasn't anyone's actual job that week.
The QBR deck that eats half a day
Usage, tickets, and last quarter's action items, copied by hand into one slide.
None of it needs a CSM's judgment to assemble. All of it needs a CSM's judgment once it's in front of them.
Example: automate a save play when a health score turns red
A concrete run — the kind of health-score workflow a CSM clones from the template library and tunes to their own account segments.
Trigger: Planhat recomputes an account's composite health score and it crosses from yellow into red, or a single signal — a spike in high-severity tickets — crosses its own threshold even if the blended score hasn't moved yet.
Human judgment
A save-play message that reaches the customer always gets a CSM's read first — the workflow tells you an account turned red and why; you decide what to say to a champion who might already be shopping around.
1. Score drops
— Planhat recomputes the account's health score from usage, ticket, and survey signals.2. Pull contributing factors
— Reads which signal moved, and flags a data gap when usage hasn't synced in 7+ days instead of scoring on missing data.3. Check account tier
— ARR band and contract type set the escalation path — enterprise alerts immediately, SMB batches into a daily digest.4. Draft the internal brief
— AI writes a one-paragraph explanation of why the account dropped, from the raw signals.5. Hold for CSM confirmation
— The internal Slack alert posts on its own; a customer-facing save-play message waits for the CSM.6. Log the save-play task
— Opens an Asana task assigned to the account owner; if it sits untouched 3 business days, it escalates to the CS manager.
Step 1
1. Renewal window opens
Contract end date crosses the 90-day mark; auto-renew vs. manual and multi-year vs. month-to-month set how urgent the flag is.
Step 2
2. Pull account signals
Health score and its trend, open escalations, and the last QBR outcome — accounts above a saved ARR threshold also escalate to the CSM's manager.
Step 3
3. Draft the outreach
AI writes a check-in email framed around the specific signal that's dropping, not a generic touch-base.
Step 4
4. Hold for CSM review
The draft waits in the CSM's queue; it never sends to the customer on its own.
Step 5
5. Update the opportunity
Renewal stage and probability update in CRM once outreach actually sends.
Step 6
6. Notify the AE
The pod channel gets the same risk brief, so sales isn't blindsided by the customer bringing it up first.
Example: automate renewal-risk outreach 90 days out
The same pattern applied to renewals: catch the risk while there's still time to run a save play, not at the 30-day mark when the deal is effectively lost.
Trigger: a connected renewal date lands inside a 90-day window, or an auto-renew contract has gone 60 days without a CSM touch.
Human judgment
The workflow decides who gets flagged 90 days out and why; the CSM decides what the email actually says before it reaches an executive sponsor who might already be weighing other vendors.
WEXTL isn't trying to replace the CSM relationship — it keeps every account's signals in one place so a CSM's limited hours go to the accounts that actually need a human, not to hunting across four tools for who's slipping.
Who customer success automation is for
Not every CS role needs this on day one. It's built for the parts of the job that repeat across a large book of accounts, not a single relationship.
CSMs managing 30+ accounts
— The same health-and-renewal logic runs per account, not rebuilt from memory each time.Onboarding and implementation specialists
— Milestone-triggered handoffs instead of a spreadsheet updated by hand after every kickoff call.CS Ops and RevOps supporting a CS team
— One health-score and renewal-risk definition enforced across every pod, not five spreadsheets with five formulas.CS leadership prepping board or QBR reporting
— Portfolio-level health and renewal trends without chasing each CSM for a status update.Renewal-owning CSMs
— Risk signals reach the CSM before the AE hears about it from an unhappy customer.
Onboarding that doesn't wait on a spreadsheet
New customers stall between kickoff and first value while a CSM copies milestone status between a project tracker and a customer-facing channel by hand.
WEXTL can watch onboarding milestones in Asana, welcome the customer in Teams the moment setup completes, and open an internal task the instant something's overdue.
- Step 1
Milestones trigger comms
A completed milestone posts the next customer-facing update automatically.
- Step 2
Blockers spawn tasks, not silence
A stalled step creates an internal task instead of quietly slipping the timeline.
- Step 3
Time-to-value gets logged
Onboarding velocity is a number leadership can see, not a guess at standup.
Connect the tools a CS team already lives in
A CSM doesn't get to pick the stack — the health-score platform, the ticketing tool, and the CRM are already in place. Whatever gets automated has to meet them where they are.
These are the integrations most Customer Success workflows actually use. An HTTP step reaches anything else with an API.
CRM
Communication
See the full catalog — every app we support, plus an HTTP step for anything else.Explore all WEXTL integrations
69+ apps for Customer Success
Integrate Customer Success workflows with the tools your team already uses.
Supported integrations
Customer success, by hand vs. with WEXTL
| Task | By hand | With WEXTL |
|---|---|---|
Health visibility | Weekly spreadsheet exports | Supported |
Renewal risk | Ad hoc CSM reminders | Scheduled filters + email + Slack |
Onboarding | Manual checklist copy | Supported |
QBR prep | Analyst builds deck overnight | Automated BI refresh + email pack |
Frequently asked questions
Planhat computes a composite score from the signals you weight — usage trend, open ticket count and severity, and the latest NPS or CSAT response — and the workflow can branch on the blended score or on a single signal crossing its own threshold, so a ticket-severity spike doesn't wait for the blended number to catch up.
Yes. Contract type comes from Chargebee or Salesforce, so the branch logic treats a manual-renewal contract 90 days out differently from an auto-renew contract that's gone 60 days without a CSM touch — the second case gets flagged even though nothing looks urgent on the calendar.
A usage feed stale for 7+ days flags the account as a data gap instead of scoring it — a sync outage should never read as a customer going quiet.
The checklist branches on plan tier before the first task is created — enterprise accounts get a multi-week template with technical milestones, self-serve accounts get a fast-track template with fewer gates, not one generic checklist stretched to fit both.
Metrics are mapped to that account's success-plan goals, so a support-heavy account's pack leads with ticket trends and an expansion-track account's pack leads with adoption data — not the same four charts for every customer.
No. The internal Slack alert posts on its own since nothing external is happening, but any message that would reach the customer — a save play, a renewal check-in — sits as a draft in the CSM's queue until they send it.
Clone health-score or renewal-risk from the Customer Success solution and connect your CS platform and CRM first — the same health data that flags a red account also feeds the QBR pack automatically, so the second workflow is nearly free once the first one's connected.
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