CSE Assigned: Operating Rhythm
How to prioritize, plan, and deliver each quarter.
Coordination with the account team: CSEs keep a regular catch-up going with their aligned AEs/RMs, at whatever frequency the working relationship needs. No fixed cadence is prescribed for that sync. The only two things mandated on a quarterly (rolling 90-day) basis are the health assessment itself and at least one customer touch.
Prioritizing the book of business
Not all ~50 accounts require the same urgency. At the start of each quarter, CSEs stack-rank their book using the following signals, in order of weight. Prioritization determines sequence. Every account receives a health assessment every 90 days.
- Forecast churn or contraction: any account flagged in Gainsight or by the AE/RM as at risk moves to the top of the queue.
- Highest ARR: larger accounts carry greater retention risk and more impact on results.
- Near-term renewals: accounts renewing within 90 days need a health assessment completed before the renewal conversation.
- Worrying adoption patterns: low or declining usage, no active users on key features, or stalled implementations.
- No prior engagement: accounts with no health assessment on record are prioritized over recently touched accounts.
Quarterly delivery milestones
Target: one health assessment per account per rolling 90 days, with 100% book coverage by end of quarter. A repeatable monthly cycle:
- Plan: select the month’s account cohort from the priority stack-rank.
- Health Assessment: run assessments on the cohort; identify risks, adoption gaps, and accounts needing account-team attention.
- Align with the account team: share findings with RM/AE (and SA as relevant) to align on risk, renewals, and which accounts need joint attention. No fixed cadence is prescribed for this. CSEs are expected to keep a regular catch-up going with their aligned AEs/RMs, at whatever frequency the working relationship needs.
- Act & Escalate: open CTAs for follow-up work; escalate risk immediately to the account team and CSE manager.
- Report Back: share outcomes with the account team; hand off growth signals and renewal context.
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