1. Segment accounts by renewal date, billing frequency, total MRR and health score (if you have one)
2. For each customer, review account history and identify immediate, short term and long term goals
3. Determine customer use-case, understand feature adoption, and identify key points of contact on the account
4. Ensure a meeting between the customer and product at least once per quarter.
5. Audit open tickets with Support Teams.
6. Review previous product feature requests
7. Map out the organizational structure at the Customer. Identify opportunities for growth. Work out a plan to make intros appropriately.
8. Review account structure/configuration in your product and identify areas for optimization.
9. If using other products in your product suite, review use-case and configuration.
10. If account new to your book of business, get a warm intro from previous CSM/previous internal point of contact
11. Develop an outreach strategy for the customer and understand their expectations in working with you.
12. Engage with the account.
Robert Statsky 