Customer Success · Escalation Playbook
Risk Recovery Plan
Triggered when an account moves to At-Risk. 30-day recovery cycle led by CSM + Exec sponsor.
Trigger Criteria
- Health score < 60 for 2 consecutive weeks, OR
- Churn signal detected (missed payment, competitive RFP, exec change), OR
- Sev-1 incident with unresolved root cause > 72 hrs.
Immediate Actions (Day 0–3)
- CSM opens Risk Recovery ticket; notify VP Customer Success + assigned exec sponsor.
- Diagnose root cause: product, clinical, commercial, or relationship.
- Schedule executive alignment call within 5 business days.
Section 1 — Root Cause
| Symptom | Root Cause | Category |
|---|
| — | — | Product / Clinical / Commercial / Relationship |
Section 2 — Recovery Commitments (30 days)
| Commitment | Owner | Due | Success Metric |
|---|
| — | — | — | — |
Section 3 — Executive Sponsorship
- Weekly 20-min check-in between CloudHealth exec sponsor and client counterpart.
- Direct Slack channel opened for real-time issues.
Section 4 — Exit Criteria
Account exits Risk status when health score ≥ 75 for 3 consecutive weeks AND all Section 2 commitments are marked complete.