CSE Assigned: Health Assessments & CTAs

Health assessments

• Cadence: one per account per rolling 90 days (the first quarter of CSE Assigned operation is used to complete the initial full-pass across the entire book).
• Mandatory sections: one TL;DR sentence, then an executive overview covering account basics (product/tier/seats/renewal date), usage summary, support, customer interactions, risk assessment, and proposed next steps.
• Health assessments are internal-facing only, they are not customer-facing.
• The output lives in the Gainsight Timeline as a Health Update entry, it is not automatically a CTA.
• Suggested method: run an automated data pull (today via this script), review and augment with your own account knowledge gained from customer interactions and AE/RM catch-ups, then post the TL;DR + executive summary as a Health Update in Gainsight.
• If usage data isn’t in Gainsight: check whether the instance is set to “Production,” ask the customer directly if needed, and use engagement frequency, interactions, and support tickets as signal in the meantime. Reach out in #gainsight-users if something looks technically broken.

CTAs

• CTAs are not a performance metric. They exist to structure work and give portfolio visibility.
• A CTA is only opened when a health assessment surfaces follow-up work, or a customer requests guidance on a specific topic. A healthy account with no follow-up needs no CTA.
• Use the Lifecycle CTA type for adoption follow-ups. If the follow-up includes a series of several light questions, the recommendation is to do one general CTA, however if the topics are wider and more complex, and require more work, create one CTA per topic. Close with documented outcomes (topics covered, recommendations with links, customer’s next actions).
• Use the Escalation CTA type for escalations, following the CSM escalation process:
  1. Risk surfaces: health assessment or signal identifies an issue.
  2. Immediate flag: notify AE/RM and CSE manager; don’t wait.
  3. Open Escalation CTA: track in Gainsight following the CSM escalation process.
  4. End-to-end ownership: the assigned CSE manages through resolution, with the account team in the loop throughout.
• Customer-introduction CTAs are recommended, not mandatory.

CTA types at a glance

Beyond Lifecycle and Escalation above, a few other CTA types show up on assigned accounts. Some are CSE-opened, some are system-generated and just need a CSE response:

Prioritizing which accounts to assess first

Highest ARR + forecast churn/contraction + near-term renewals + worrying adoption patterns, then work down.

View page source - Edit this page - please contribute.