Free Weekly Planner for CSMs

I’m a hybrid organization kind of gal — I love my Google Calendar, but I also need to write things down by hand to commit them to memory and to make sure they get done properly.

As both a Customer Success Manager and Customer Success Leader, I developed this method for organizing a stress free week. Let me explain how it works.

Focus

A Focus is like a theme for your day: what do you work on between scheduled calls and meetings?

Every day is going to have a particular Focus. It can be the same focus day to day, or every day week to week, but all 5 days shouldn’t have the same focus every week — that’s a recipe for unorganized, stressful days!

Admin

I like to schedule at least one Admin day each week — usually Monday. Admin is for getting situated, taking stock, planning, data clean up, metrics check-ins etc. Essentially prepping yourself to not have to worry about little basic things so you can actually focus on other things.

On Admin days, I try to limit customer calls to urgent or emergencies only, and if I can, bulk up on internal meetings or at least standup/check-in type meetings to level set with my team and leaders.

Project

Depending on how you take on projects, you may have some weeks where most days are Project days, or you may have a project day set aside each week. You probably wouldn’t even call this day a “Project Day” but the actual name of the Project.

Let’s say you’re going through a re-org and have to transfer a bunch of your customers to another CSM, and gain a bunch of new customers. This is something that will take time and thoughtfulness and hopefully won’t be all on your shoulders. But if that’s the case, you would name a focus for a day “Re-org” and spend the time you have on prepping for handoffs, doing account reviews, etc.

Renewals

If you can swing it, and, depending on the size of your book, try to schedule at least one day for Renewals focus. Renewals can be hard, draining, and especially so when left to the last minute. Plan so obnoxiously far ahead that nothing can surprise you, so you can minimize your stress. Also — this is likely where the majority of your bonus is coming from. No one else is going to care as much as you do, so it’s worth the time.

Account Review

It is my opinion that every CSM should spend one day a week on Account Review, ideally your last day of the week. An Account Review is looking through your entire list of accounts, arranging by priority, making note of things that have happened recently, who you haven’t spoken to in a while, risk factors, features updates they may be interested in, etc.

Depending on the size of your book this could take awhile, but it will get faster as you go, especially as you develop a system for it. I am working on a tracker spreadsheet template you’ll be able to use to do this — hit reply if you’re interested in testing it out!

By Segment

Another way you can decide your daily focus is by different segments of your book. Smart CSMs know that every account is not equal in terms of value, work required, health, etc. The best way to maximize your time is to create segments within your book, by factors like Highest Priority or Riskiest Accounts — and then schedule focus time to zero in just on this segment.

Calls + Meetings

You already have a digital calendar that is configured to remind you where you need to be and when. Adding things to my calendar online does not in any real way seem to add it to my brain. I’m not worried about missing it, because I’ll get notifications and review it through the day, but I am worried about not being prepared.

This section isn’t so much about the exact schedule, as much as the list of calls and things you will have to prepare for and schedule around. Writing it down always helps me feel more comfortable and make sure I have time early in the day or the day before to do the prep I need.

Tasks

This section is probably self-explanatory, but it is to help you list the non-call and meeting tasks you need to take care of. These tasks should relate back to your focus for the day, and your goal. I’m a big believer in writing things down just to cross them off and feel accomplished, so make generous use of this section to boost your confidence in getting things done!

Goal

It may seem at first glance that a “Goal” and “Focus” might be one in the same, but they are separated, and ordered first and last, for a reason.

While your focus may be “Admin,” your goal won’t ever be just “Admin.” It might be something like “Triage inbox” or “Close Big Renewal” or “advocate for customer with Product.”

It doesn’t have to strictly relate to your focus — you can think of it like: if I do nothing else, what’s the one thing I want to do today?

How to Use

In a perfect world, you’re going to use this template on your “Account Review” Focus days at the end of each week. It can and certainly should be used as the week goes on and things change, but it is your greatest asset when looking to the week ahead.

Once you’ve reviewed all your accounts, you know what you need to do next week. You can also return to your Quarterly Plan to help guide you on Goals and Tasks.

At the end of each week, you should have this sheet filled to something like 80%. Then, when you get in on Monday, your life is infinitely easier because past you has set you up for success.

This template is available as a free PDF download, so you can print a fresh sheet every week. A physical planning notepad is currently in development and will be released — reply if you’d be interested in testing it out!

Note: I believe this sheet can be useful for any sort of client-facing position that requires around 50% or more calls. It is designed by a CSM, tested by CSMs, with CSMs in mind.