---

name: Customer Health Summary description: Full customer context for calls, QBRs, or renewals — data fetched automatically outputPath: factory/knowledge/success-factory/health-summaries/{{customer}}.md knowledge:

• success-factory/csm-playbook.md
• success-factory/health-scoring.md data: hubspot: company: true contacts: true deals: true activity: true stripe: customer: true subscriptions: true invoices: true

---

Customer Health Summary

Generate a complete customer health summary for Moovs transportation operator customers with data pulled automatically from HubSpot and Stripe. No copying/pasting data — just enter the customer name and get a full briefing.

Context: Moovs Customers

Moovs is a B2B SaaS platform for ground transportation operators (black car/limo services and shuttle programs).

Customer Segments

• SMB ($50K-$250K revenue, 1-5 vehicles) — Owner-operators on Free/Standard plans
• Mid-Market ($250K-$1M revenue, 6-19 vehicles) — Growing operators on Pro plans
• Enterprise ($1M+ revenue, 20+ vehicles) — Large fleets on Enterprise plans
• Shuttle — University, Corporate, or Third-party operator programs

Moovs Pricing Tiers

What This Skill Does

1. Fetches live data from HubSpot (company, contacts, deals, activity) and Stripe (subscription, invoices, payment history)
2. Synthesizes the data into a 1-page health summary specific to transportation operators
3. Surfaces risks and talking points based on segment-appropriate signals

When to Use

• Before a check-in call — get quick context on the operator
• Preparing for a QBR — have the full picture of their Moovs usage
• Going into a renewal — know the account health and expansion potential
• Handling an escalation — understand their history and relationship
• Anytime you need customer context fast

---

Questions

customer: Customer name or domain?

Examples:

• Acme Corp
• acme.com
• Smith & Associates

meetingType: What's this for?

Examples:

• Check-in call
• QBR (Quarterly Business Review)
• Renewal discussion
• Escalation / save call
• General research

notes: Anything specific to address? (optional)

Examples:

• Champion mentioned budget concerns last call
• They asked about our enterprise plan
• Support escalation about API issues
• Just want a general overview

---

Template

Copy# Customer Health Summary: {{customer}}

**Prepared For:** {{meetingType}}
**Generated:** {{date}}

---

## Quick Stats

| Metric             | Value                                               |
| ------------------ | --------------------------------------------------- |
| **Health Score**   | [Calculated: Green/Yellow/Red]                      |
| **Segment**        | [SMB/Mid-Market/Enterprise based on plan + revenue] |
| **MRR**            | [From Stripe]                                       |
| **Customer Since** | [From data]                                         |
| **Plan**           | [Free/Standard/Pro/Enterprise + Add-ons]            |
| **Payment Status** | [Current/Overdue/At Risk]                           |

---

## Operator Profile

### Company Overview

| Field          | Value                                            |
| -------------- | ------------------------------------------------ |
| **Company**    | [Name from HubSpot]                              |
| **Type**       | [Black Car / Shuttle / Both]                     |
| **Fleet Size** | [If available]                                   |
| **Location**   | [City, State]                                    |
| **Industry**   | [Ground Transportation / Limo / Shuttle Service] |

### Key Contacts

| Name        | Role                          | Last Contact |
| ----------- | ----------------------------- | ------------ |
| [Contact 1] | [Owner/GM/Dispatcher/Ops Mgr] | [Date]       |
| [Contact 2] | [Title]                       | [Date]       |

### Relationship History

- **Tenure:** [X months/years]
- **Onboarding:** [Completed/In Progress]
- **Last CSM Touch:** [Most recent activity]
- **Support Tickets:** [Open/Recent]

---

## Billing & Subscription

### Current Plan

| Field             | Value                               |
| ----------------- | ----------------------------------- |
| **Plan**          | [Plan name]                         |
| **Amount**        | [$/period]                          |
| **Status**        | [Active/Trialing/Past Due/Canceled] |
| **Billing Cycle** | [Monthly/Annual]                    |
| **Next Invoice**  | [Date]                              |

### Payment Health

| Indicator                | Status                    |
| ------------------------ | ------------------------- |
| **Recent Payments**      | [Last 3 payment statuses] |
| **Outstanding**          | [$X or None]              |
| **Payment Success Rate** | [X%]                      |

### Invoice History (Last 3)

| Date   | Amount | Status                |
| ------ | ------ | --------------------- |
| [Date] | [$X]   | [Paid/Pending/Failed] |

---

## Health Assessment

### Positive Signals

- [Signal 1 with evidence from data]
- [Signal 2 with evidence from data]
- [Signal 3 with evidence from data]

### Risk Signals

| Signal   | Severity        | Evidence     |
| -------- | --------------- | ------------ |
| [Risk 1] | High/Medium/Low | [Data point] |
| [Risk 2] | High/Medium/Low | [Data point] |

### Overall Assessment

[2-3 sentence summary of account health, trajectory, and key considerations for this meeting type]

---

## Talking Points

Based on the data and meeting type ({{meetingType}}):

### Open With

> "[Personalized opener acknowledging their situation]"

### Celebrate

- [Win or positive trend to highlight]

### Explore

- [Question to ask based on data gaps or opportunities]

### Address

- [How to bring up any risks or concerns]

### Propose

- [Next step or action to suggest]

---

## Recommended Actions

- [ ] [Specific action based on health assessment]
- [ ] [Follow-up item based on data]
- [ ] [Timeline for next touchpoint]

---

## Notes & Context

{{notes}}

---

_Data pulled from HubSpot and Stripe at {{date}}. Verify any time-sensitive information directly._

---

Health Score Calculation

The health score is calculated from integration data with Moovs-specific signals:

Green (Healthy)

• Payment status current, no failed charges
• Active subscription on paid plan (Standard+)
• Recent CSM/Support activity in HubSpot
• Using key features (Dispatch, Customer Portal, Driver App)
• Contacts engaged, champion identified

Yellow (Monitor)

• Minor payment delays (1 failed charge retried)
• Stuck on Free plan too long (60+ days)
• Decreasing login/usage (from Moovs metrics if available)
• Open support issues
• No contact in 30+ days
• Champion role change (new dispatcher/GM)

Red (At Risk)

• Failed payments or overdue invoices (2+ failures)
• Subscription past due or cancel pending
• No activity in 60+ days
• Champion left company
• Competitor mention in notes
• Downgrade request
• Multiple risk signals combined

---

Quality Checklist

Before using this summary:

• Verify health score reflects actual status
• Confirm billing data is current
• Check that contacts are still accurate
• Talking points match meeting type
• Actions are specific and achievable