Case study — Brightpath

The account that looked fine at a glance

Brightpath is one account from Prism’s book. Nothing about it stands out on a summary list — it’s exactly the kind of account a busy CSM scrolls past.

1 · The book

Account	Segment	Health	ARR	Renewal	Last Contact	Forecast	Playbook
Northwind Legal	Enterprise	91 · Healthy	$340,000	Mar 15, 2027	1 week ago	Commit	—
Calder Freight	SMB	44 · Watch List	$19,500	Oct 8, 2026	2 months ago	At Risk	Health Decline
Brightpath	Mid-Market	63 · Stable	$67,000	Dec 20, 2026	2 weeks ago	Commit	Low Adoption
Halstead Group	Mid-Market	12 · Critical	$71,000	Sep 30, 2026	3 months ago	At Risk	Renewal Risk+2
Orrin Analytics	Mid-Market	78 · Stable	$54,000	Jan 22, 2027	3 weeks ago	Likely	—

2 · The account

Brightpath

Mid-MarketEducation Technology · $67,000 ARR · renews Dec 20, 2026

Stable

Composite health

Product Adoption31

Commercial Risk72

Support Experience55

Stakeholder Engagement84

Success Plan Progress78

A composite is an average. One catastrophic category — Product Adoption, 31 — sits behind three healthy ones. The score absorbs it. The band never moves. Nothing on a dashboard tells a CSM to look twice.

1.6 Health Scoring Methodology →

3 · The Playbook

In-app, not email — surfaced as a banner the next time the CSM logs in, alongside anything else that changed since their last session.

Low Adoption playbook assigned

Brightpath · Product Adoption crossed below 40

Low AdoptionActive

Triggered on the sub-score directly — not the composite. Product Adoption crossed below 40, so this playbook fired whether or not Brightpath looked healthy on average.

Champion re-engagement session — identify the root cause of low adoptionClose the technical gap — connect remaining data sources, build the usage dashboard, set up automated report deliveryClose the adoption gap — train the wider team, confirm active usage, review adoption baseline

3.3 Low Adoption →

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