Hi - we have a couple of ways to flag risk and then track/escalate:

1. We have a manual Customer Sentiment measure included in our Health Score that is updated at least quarterly by the Account Team.  We have the validity set to show when it was last updated, and we have dashboard reports and Gainsight Home reports to make updating it easy OR to call attention to older scores.  We also send weekly emails to leadership with “newly” red accounts as well as accounts that haven’t been updated during the validity period.
2. We have a specific Success Plan type we call a Recovery Plan that is essentially a “get to green” plan.  This allows us to track specific actions taken to address the risk, tag in/assign items to other account team members (think TAM or Sponsor), and track how long we consider it at risk.  We also have a status that escalates the plan to our high risk customer health forum that leadership holds weekly. In that session, the account team member presents the risk and steps they’ve already taken to address, and there’s a brainstorming session for other ways to continue to attack.
3. We do have some automated CTAs to fire for specific risks as well.

• NPS Passives or Detractors (this is also part of our healthscore)
• Low Adoption (also part of our healthscore)
• Merger & Acquisition or Sponsor Change

Here’s the recording of this session - https://gainsight.zoom.us/rec/share/c7JkkkCkf2Rw8-Zj2wp5Q7UJ7tGecWso-I58TpQ8gi3YnwXE1MOOIhtW3nwTnA5M.2yy86gO0OB9UA3Ht