The Power of Proactive Planning in CS Teams

The fix for churn often starts with planning

If renewals are slipping or upsell feels stuck, most founders look straight at tools or performance.

But in most cases I’ve seen, the real problem is time – and how it’s being used.

When I first assess a CS function, I’m not just looking at performance. I’m looking at how they work week-to-week. The biggest gap? No plan. No rhythm. Just noise.

Instead, they’re reacting. Waiting for the inbox to fill. Handling support queries. Too swamped to prioritise risk.

Here’s what shifts when a simple weekly planning habit is introduced:

• CSMs know who they’re reaching out to — and why

• Renewals don’t creep up — they’re managed with time to spare

• Risk is spotted early — and action isn’t delayed

This isn’t about building more process. It’s about giving CS the space to lead – not just respond.

It’s not about adding more. It’s about doing the right things on purpose.

If your CS team is stuck reacting, not leading — this is usually the first unlock.

I’ve helped other founders build this rhythm — and I’m happy to share how it could work for you.

Grab 15 mins here if it’d help to talk it through.