Back to accountsO&SMBRenewal
Oak & Stone
Architecture · Owned by Maya Chen
61/ 100
HEALTH SCOREAt Risk
ANNUAL RECURRING REVENUE$11KSMB account
RENEWAL61 days31 Oct 2026 · 60% likelihood
ACTIVE SEATS9 / 2241% utilization
LAST MEANINGFUL CONTACT44 days agoExpected cadence: 40 days
EXPLAINABLE HEALTHHealth score breakdown
Every component is deterministic and traceable to customer signals.
Weighted score: 61Product AdoptionActive seats, core feature depth, and weekly usage trend4130%
EngagementContact recency and stakeholder engagement trend4820%
Value RealizationOnboarding progress, blockers, and time to first value10015%
SentimentCustomer sentiment and CSAT6815%
Support ExperienceOpen-ticket load and critical issue severity8210%
CommercialRenewal likelihood, timing, and expansion signals6010%
Primary driversWeekly usage declined 16%
No meaningful contact in 44 days
Only 2 of 5 core features adopted
Active-seat penetration is 41%
NEXT BEST ACTION
Recommended focus
P2Begin a value-led renewal risk review
SMB renewal exposure is elevated because adoption or engagement is weak.
Weekly usage declined 16%No meaningful contact in 44 daysOnly 2 of 5 core features adopted
- Goal
- Reconfirm business value and surface blockers before commercial negotiation.
- Channel
- CSM renewal call
- Deadline
- Within 5 business days
PRODUCT ADOPTION
Usage and capability depth
↘ -16%1 assistants0 workflows2 knowledge sources ONBOARDING & VALUE
Value realization
100%
✓Contract Signed
✓Technical Setup
✓Training
✓First Value
✓Complete
- Current stage
- Complete
- Time to value
- Complete
- Days since signup
- 483
- Target completion
- 29 Jun 2025
RELATIONSHIP & SUPPORT
Customer signals
EngagementDeclining↘ Declining SentimentNeutral7/10 CSAT COMMERCIAL
Renewal & expansion
- ARR
- $11K
- Renewal date
- 31 Oct 2026
- Days remaining
- 61
- Expansion signal
- Not currently
CUSTOMER HISTORY
Recent timeline
Latest 3 eventsCustomer touchpointLast recorded customer conversation.
18 Jul 2026 Support case updated1 issue remain open.
13 Aug 2026 Health score recalculatedUsage trend moved to declining.
27 Jul 2026