Robert Statsky

Managing a Customer in the First Year of their Subscription

  1. Ensure there is a proper handoff between sales/onboarding. CSM should own the relationship from the very moment it becomes a paying customer.
  2. Send introductory email and attend the kickoff call with onboarding, if you have an onboarding function. If not host the kickoff/implementation call yourself.
  3. Ensure onboarding milestones are agreed upon and achieved
  4. Understand who the main Point of Contact (POC) is, understand their goals and their expectations on communication with their CSM, and set that cadence accordingly.
  5. Check in on the account
    1. Once a week the first month
    2. Twice a month the second month
    3. Once a month moving forward (this is just the bare minimum, update accordingly if needed)
  6. Triage where needed. If account health dips in the first few months, immediately reach out to the account and follow a low health/low usage playbook
  7. Prioritize usage, value, and customer experience. Revenue and renewals will flow from that.
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