Risk-Tiered Intervention

Not every at-risk account needs the same intervention. A high-value account in early disengagement needs a different response than a small account in the decision phase. Risk-tiered intervention matches the response intensity and approach to the risk level and account value — ensuring that the most consequential situations receive the most intensive responses.

1. Tier 1: Early Warning The account shows initial disengagement signals but no acute risk. Intervention: increased monitoring, proactive value-add outreach, and a check-in conversation that surfaces any emerging concerns. Intensity: moderate. Timeline: intervention over 4-6 weeks. Owner: CSM independently.
2. Tier 2: Active Risk The account shows clear declining trends across multiple signals. Intervention: diagnostic conversation, recovery plan design, and compressed cadence. Intensity: high. Timeline: intervention over 2-4 weeks with weekly check-ins. Owner: CSM with manager oversight.
3. Tier 3: Critical Risk The account is in the evaluation or decision phase. Intervention: executive-to-executive engagement, comprehensive value review, concession discussion if appropriate, and graceful exit preparation if recovery fails. Intensity: maximum. Timeline: immediate, with daily monitoring. Owner: VP of CS or executive sponsor.