Account Risk & Renewal Management
Managing risk & renewals is a core responsibility of CSMs, and managers at all levels are involved in this process.
This page outlines the different actions and processes CSM management have for account risk & renewals.
Renewal management & forecasting
CSM Managers work with their team members, and with colleagues in other groups (e.g. Sales, Renewals Management), to manage and plan for upcoming renewals.
Alignment between CSM Manager & Manager of Renewals
On a weekly basis, the CSM Manager and Manager of Renewals discuss and update details for upcoming renewals.
Regional field leaders risk & renewal review
Regional field leaders (CSM Managers, ASMs, AVPs, etc.) from Sales and CS meet regularly to review at-risk accounts and upcoming renewals in their territory.
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At-risk account reviews
The CRO organization conducts recurring reviews of at-risk accounts at several levels. These reviews roll up from one level to the next.
CSM global review
Cadence: Weekly, alternating EMEA and APAC friendly times each week
Direct reports to the VP of Customer Success Management provide updates and discuss action for at-risk customers with upcoming renewals. Focus is on the following:
- Largest all-time customers by ARR
- Top at-risk customers by ARR for current & next quarter
CRO global risk review
Cadence:
Global field leaders provide an update on at-risk accounts to the CRO leadership team.
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