Where’s Your Team’s Time Going – and Is It Where It Should Be?

Most CS teams aren’t short on time – they’re short on planning

One of the simplest but most overlooked fixes for Customer Success performance is planning.

If your CSMs can’t tell you who they’re prioritising this week, or what conversations they’re leading – they’re probably working reactively. That’s not their fault. But it is a problem.

Too many teams wait for the inbox or phone to light up, rather than stepping back and taking control of the week ahead.

The ‘portfolio view’ test

Ask your team:

“Who are you reaching out to this week, and why?”

If the answer is vague, that’s your signal. They’re likely jumping between accounts, reacting to noise, and waiting for the next issue to find them – instead of steering the relationship forward.

Without planning, even the best-intentioned CSMs end up overwhelmed and ineffective.

You’re constantly moving, but not getting anywhere.

Planning = proactivity

This doesn’t need to be complex. It starts with:

• Looking ahead at your book of business

• Spotting upcoming renewals or key touchpoints

• Identifying which accounts need support and which need expansion

• Setting the agenda — before the client does

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It’s the shift from firefighting to leading. And it’s often the first sign that your CS function is moving from reactive to strategic.

Final thought

“Do you know where your CS team’s time is going – and is it where it should be?”

If you don’t – or they don’t – the plan isn’t working.

Lets talk more on this - book a time that works for you.