Template

Customer success review template

The success team goes through its customers by health — who is thriving, who is at risk, who is quiet — and agrees what to do about each one before it becomes a cancellation.

45 minutesFor Customer success managers and their lead, sometimes with support and salesAgenda room
Change the agenda first

The agenda, with a time for each part

  1. Health across the book8 min
    • How many customers are healthy, at risk or unknown?
  2. At-risk customers, one by one17 min
    • What is the warning sign, and what is the plan?
  3. Quiet customers8 min
    • Who have we not heard from in a month, and why?
  4. Wins worth repeating6 min
    • What turned a customer around, and can others use it?
  5. Actions and owners6 min
    • Who calls whom this week?

How the notes read afterwards

A made-up example, so you can see the shape. In a real call each line carries the words that were said and who said them.

Health. 142 healthy, 18 at risk, 23 unknown.

At risk. Acme Clinics: their champion left in October and logins halved. Meet the new operations manager this week (Ruth).

Quiet. 23 with no contact in 30 days; split between the team to email by Friday.

Win. A training session for new staff saved two accounts last month — offer it to all at-risk accounts.

Running it well

Ways to change it

Before renewalsLook only at customers renewing in the next 90 days.
Small teamThirty minutes every two weeks, at-risk customers only.

When to skip it. If the customer list is small enough that every account manager talks to every customer every week.

Questions

What is a customer success review?

A regular team meeting that reviews the health of customer accounts, focuses on those at risk of leaving, and assigns actions to keep and grow them.

What is a customer health score?

A score that combines signs such as usage, support issues, payment history and relationship strength to show which customers are likely to stay or leave.

How often should customer success teams review accounts?

Weekly or fortnightly for at-risk accounts, with a fuller review each month or quarter.

What happens in the room

Everybody joins from the link, with no account. The agenda sits beside the call and each item fills in with what was said about it, under the name of the person who said it.

More templates

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