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-up: one per account per quarter, with each health-assessment follow-up item as a task inside it (not a separate CTA per item). 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.