Problem
Accounts slip into red silently.
Actions are ad hoc, late, and inconsistent. You need a clockwork 30-day rhythm that drives saves, not status updates.
Minimum Inputs
Health score (or interim risk signals), ARR band, exec contact, renewal date
Top risks (3 max), current milestone, success plan status → keep this current with the Customer Success Plan Template and the deeper guide on plans: Master Customer Success Plans
Owner: CSM; Escalation: CS Lead; Partner: AE/AM + Product as needed
Play (Weeks 1–2 public)
Week 1 — Triage & plan
Confirm the root risk (adoption gap, value not measured, wrong champion, ROI unseen).
Define exit criteria (what makes this account Yellow/Green again). Book the executive reset for Week 2; align the internal team.
If you don’t have clean signals feeding this, wire it to your health score: Health Score That Predicts Renewals.
Week 2 — Executive reset
Objective: one business outcome and one near-term milestone everyone signs.
Get a visible “value receipt” commitment (metric, owner, date—e.g., “20 users completing Workflow X weekly by Day 21”).
Use these structures to keep it strategic, not tactical: QBR Frameworks: Turn Updates into Strategic Growth.
Confirm the weekly cadence and a decision checkpoint at Day 28–30.
Related: Feed this rhythm from New Red alerts so Week-1 triage triggers automatically—see the operating rules inside the Health Score playbook.
Need the email scripts, exec agenda, tracker, and recap templates that make teams follow through? They’re below.
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