Customer Success Health Review
Review adoption momentum and onboarding completion before accounts drift—without CRM dashboard theater.
Built on Onboarding Health Intelligence. Operational activation review for product adoption—not CRM dashboards or generic health scores.
- Detect onboarding stagnation after initial setup
- Surface low feature adoption and champion inactivity
- Assess implementation drift from original plan
- Test expansion readiness against activation quality
- Prioritize CS interventions with clear milestones
What this workflow helps detect
Typical activation risks
Onboarding-specific patterns—before accounts stall without reaching initial product value.
- Onboarding marked complete but core workflows unused
- Champion changed roles with no successor
- Expansion discussed while activation milestones incomplete
- Support tickets mask underlying adoption failure
When to use this workflow
Use this workflow in FormGenyus
Start with the form template, then turn on the recommended AI review. Send intake to clients and review the output with your team before kickoff.
SaaS Metrics Dashboard Intake
Adoption depth, champion status, and milestone progress for QBR-style reviews.
View form templateOnboarding Health Intelligence — Balanced
Adoption momentum, stagnation, and expansion readiness—not generic health scores.
One-step apply from this guide isn't available yet. Use the review name above when you turn on AI summaries on your form.
Example: Relay Metrics — 90-day review
CS health intake through adoption momentum review—illustrative.
From the intake
- Onboarding “complete” per CRM — only 1 of 3 core workflows in use
- Seat activation 70% but daily active users declining
- Original champion left company; new contact not engaged
- Customer asked about enterprise tier last week
What AI detected
- Onboarding stagnation — completion label vs actual workflow adoption
- Low feature adoption — single workflow dependency
- Champion inactivity — successor not activated
- Implementation drift — plan vs current usage gap
- Expansion readiness mismatch — tier ask before activation depth
Recommended activation actions
- CSRe-establish champion + success criteria — account manager, 2 weeks
- AdoptionLaunch workflow #2 enablement sprint — CSM-led
- CommercialDefer enterprise conversation until 2-workflow adoption proven
Relay is medium risk: superficial onboarding completion hides weak adoption. Defer expansion until champion is active and two core workflows show repeat usage.
AI review: readiness gaps, local pressure, week-one actions
Full product screenshot coming soon
Activation review areas
Groupings for this scenario—adoption and onboarding progression, not delivery execution.
Adoption momentum
- Feature adoption depth
- Active seats vs purchased
- Workflow repetition
Onboarding completion
- Milestones achieved vs plan
- Integration health
- Training follow-through
CS intervention
- Champion status
- Expansion timing
- Next best activation action
Intake structure
Start from the saas metrics dashboard intake — Adoption depth, champion status, and milestone progress for QBR-style reviews.
Screenshot coming soon — wireframe preview
Recommended AI review modules
Use the five-module Onboarding health intelligence framework in the AI Summary Builder.
| Module | Purpose |
|---|---|
| Account Overview | Onboarding context, goals, and ownership |
| Activation Signals | Viability, momentum, and adoption friction |
| Activation Plan | Time-to-value milestones with owners |
| Churn Risk | Early onboarding fragility only |
| Readiness Score | Heuristic activation readiness |
How teams use this workflow
- Customer or CS completes onboarding / implementation intake
- AI generates activation signals, plan, churn risk, and readiness score
- CS or implementation lead reviews adoption blockers
- Team aligns on activation milestones and owners
- Follow-up scheduled before account quietly stalls
Outcome
Clear view of activation viability, onboarding progression, early churn fragility, and activation readiness—so the team intervenes on adoption, not after a dashboard turns red.