Documentation Index
Fetch the complete documentation index at: https://hc.pillargtm.com/llms.txt
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Account Health Score
The account health score is the composite output of evaluating all scoring rules across 8 categories. It provides a single 0-100 measure of overall account health, updated continuously.How It’s Calculated
The health score is a weighted blend of 6 measurable components. When NPS/sentiment data is available (from Wootric, Delighted, or CRM), the model uses all 6 components. When NPS data is unavailable, the Engagement weight is increased to compensate, and Satisfaction is excluded.Components and Weights
With NPS data available (6-component model):| Component | Weight | What It Measures |
|---|---|---|
| Engagement | 20% | Average engagement score across active contacts |
| Stakeholder Coverage | 20% | Champion presence (35pts), exec sponsor (30pts), economic buyer (20pts), multi-threading depth (up to 15pts) |
| Product Adoption | 20% | Average adoption_pct across all products on the account |
| Activity Recency | 15% | Days since last logged activity (email, meeting, call) |
| Financial Health | 20% | Inverse of renewal risk score (100 minus renewal_risk) |
| Satisfaction / NPS | 5% | NPS score normalized to 0-100 scale |
| Component | Weight | What It Measures |
|---|---|---|
| Engagement | 25% | Average engagement score across active contacts |
| Stakeholder Coverage | 20% | Champion presence (35pts), exec sponsor (30pts), economic buyer (20pts), multi-threading depth (up to 15pts) |
| Product Adoption | 20% | Average adoption_pct across all products on the account |
| Activity Recency | 15% | Days since last logged activity (email, meeting, call) |
| Financial Health | 20% | Inverse of renewal risk score (100 minus renewal_risk) |
What Feeds Each Component
Engagement
Engagement
Data source: Contact records synced from your CRM (Salesforce contacts, HubSpot contacts).Each contact has an
engagement_score field (0-100). The component averages the engagement scores of all active (non-INACTIVE) contacts on the account.How to improve it: Increase rep activity on the account — log meetings, emails, and calls. Multi-thread across more contacts.Stakeholder Coverage
Stakeholder Coverage
Data source: Contact role flags synced from your CRM —
is_champion, is_exec_sponsor, and buying_role fields.Scoring breakdown:- Champion identified: +35 points
- Executive sponsor active: +30 points
- Economic buyer identified: +20 points
- Multi-threading bonus: +5 points per active contact (max 15 points)
- Maximum: 100 points
Product Adoption
Product Adoption
Data source:
account_products.adoption_pct — populated by product usage connectors (Pendo, Mixpanel, Amplitude, Segment, Heap, Mode Analytics) or manually maintained.The component averages adoption percentages across all products on the account.How to improve it: Drive feature adoption through onboarding, training, and enablement. Connect a product usage tool to get real-time adoption tracking.Activity Recency
Activity Recency
Data source: Activities table — emails, meetings, and calls synced from Google Workspace, Microsoft 365, and CRM task records.Scoring curve:
- Within 7 days: 100
- Within 14 days: 80
- Within 30 days: 60
- Within 60 days: 30
- Over 60 days: 10
Financial Health
Financial Health
Data source: Computed from the Renewal Risk score (see Renewal Risk). This component is the inverse of renewal risk: healthy renewals contribute positively to the account health score.How to improve it: Address the factors driving renewal risk — engagement decay, support burden, stakeholder turnover, and executive sponsor gaps.
Satisfaction / NPS
Satisfaction / NPS
Data source:
accounts.nps_score — populated by NPS connectors (Wootric, Delighted) or synced from CRM fields.NPS is normalized to a 0-100 scale. When NPS data is unavailable, this component is excluded and the Engagement weight is increased from 20% to 25%.How to improve it: Connect an NPS tool (Wootric or Delighted) and proactively address detractor feedback.Scoring Categories
The health score also incorporates signals from the 8 scoring rule categories. Rules within each category can trigger signals and generate score adjustments:| Category | What It Captures |
|---|---|
| Engagement | Are users active? Is usage growing or declining? |
| Fit | Does this account match your ideal customer profile? |
| Intent | Are there buying signals or expansion indicators? |
| Velocity | How fast are deals progressing through the pipeline? |
| Pipeline Health | Is the pipeline clean, well-documented, and forecast-ready? |
| Relationship | Do you have champions, exec sponsors, and multi-threaded coverage? |
| Risk | Are there churn indicators, budget issues, or competitive threats? |
| Opportunity Quality | Are deals well-qualified with strong win probability? |
Account Priority Score
A separate computed score determines which accounts deserve immediate attention. Priority considers multiple factors including:- Revenue at stake — Higher ARR accounts receive higher priority
- Risk urgency — Accounts with elevated risk scores are prioritized
- Expansion potential — Accounts with significant whitespace and growth signals
- Engagement trajectory — Accounts with declining engagement trends
- Territory impact — How much the account contributes to territory quota
- Market context — Budget trends and institutional health (Starbridge-enhanced)
- Strategic alignment — Whether the account aligns with strategic priorities
- Technology spending propensity — Likelihood of continued/increased tech investment