What this template is for
Customer health checks are how CS teams stay ahead of churn. They fail when they are done ad hoc, when the score is a gut call with no evidence trail, or when recommended actions never get owned.
This template makes each health check a structured Jira issue per account per period, with required evidence fields, an explicit score, and follow-up actions linked to downstream work.
When to use it
Use this template for periodic (typically quarterly) reviews of every Tier 1 and Tier 2 account. For lower-tier accounts, automate health scoring in the CS platform and only create a Jira issue when the score crosses a threshold.
How to set it up in Jira
Create a customer-success project. Add the custom fields above to the Create Issue screen and use Custom Fields for Health Score select list. Build a dashboard filtered by amber or red scores for the weekly account-team meeting.
Sub-task breakdown
- Pull usage and sentiment data is the evidence-gathering step.
- Sync with sales and support brings in external signal.
- Score and document rationale is the explicit assessment.
- Review with account team prevents single-person bias.
- Communicate internally routes follow-ups.
- Schedule next health check locks in cadence.
Use STM Issue Templates to auto-create the next health-check issue at the close of the current one - see /stm-overview/ for cadence-automation patterns.
Fields to add to your Jira create screen
These are the fields a project admin should make sure exist on the Create Issue screen for this issue type (Project settings → Screens). Without these on the screen, reporters can't provide the information triage needs - and STM can't reference them either.
| Field | Example value | Required |
|---|---|---|
Summary | Health check - Acme Corp - 2026 Q2 | Yes |
Account / Customer (custom) | Acme Corp | Yes |
CSM Owner (custom) | CSM name | Yes |
Health Score (custom) | Green / Amber / Red | Yes |
Period Reviewed (custom) | 2026 Q2 | No |
Product Usage Signals (custom) | MAUs, feature adoption, login frequency | No |
Sentiment Signals (custom) | NPS, support tickets, exec feedback | No |
Executive Alignment (custom) | Sponsor name, last sync date | No |
Outstanding Issues (custom) | Open escalations, product gaps | No |
Upsell / Expansion Signals (custom) | Departments adopting, integration adds | No |
Recommended Actions (custom) | Specific next steps with owners | No |
Component/s | customer-success, health-checks | No |
Labels | account-acme, 2026-q2 | No |
Attachments | Usage dashboard export, NPS verbatims | No |
Note on custom fields. STM currently supports up to 5 custom fields per template. You can add as many custom fields as you like to your Jira Create Issue screen - the 5-field limit only applies if you want STM to set or update those custom fields itself.
Sub-tasks STM creates automatically
Build an STM sub-task template containing the items below, then wire it to an On Create Issue Executor scoped to this issue type. Whenever a new issue of this type is created in the project, STM creates the full sub-task set in one step - with assignee, due date, and components inherited from the parent unless you override them.
- Pull product usage and sentiment data
- Sync with sales and support on signals
- Score health and document rationale
- Review with the account team
- Communicate findings and next steps internally
- Schedule the next health check
Common questions
What is a Jira customer health check template?
It is a Jira task that captures a periodic assessment of a single customer account's health. It records the health score (green / amber / red), product usage, sentiment, executive alignment, outstanding issues, upsell signals, and recommended actions. One issue per account per period creates a trend line CSMs can use to spot deteriorating accounts before churn risk materialises.
How do you run customer health checks in Jira?
Create a customer-success project. Use this template to file one issue per account per quarter (or per defined cadence). Populate usage and sentiment data before the team review. Use sub-tasks for the data-gathering, scoring, and follow-up steps. Build a dashboard filtered by Health Score = Amber/Red for weekly account-team triage.
Should health scores live in Jira or in a CS platform like Gainsight?
Dedicated CS platforms automate signal collection and scoring better than Jira. Jira is better at workflow - assigning follow-ups, tracking action items, and linking to product issues. Many teams ingest the calculated score from the CS platform into Jira as the trigger for this health-check workflow when a score crosses a threshold.
What custom fields belong on a customer health check?
Account, CSM owner, health score, period, product usage signals, sentiment, executive alignment, outstanding issues, upsell signals, and recommended actions. Configure Health Score as a Custom Fields select list (Green / Amber / Red). Required-on-create for account, owner, and score so health-check dashboards roll up cleanly.
Automate the sub-tasks with STM
STM Issue Templates saves the sub-task list above as a reusable template and creates them on every new issue of this type - via an Executor on issue creation, on status transition, or triggered manually from the issue's "Create bulk sub-tasks" menu. STM does not change the parent issue's create screen (that's a Jira project-settings job) but it removes the manual work of creating the sub-tasks every time.
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