When should a Customer Success Manager begin preparing for a Quarterly Success Review?

A Customer Success Manager should begin preparing for a Quarterly Success Review throughout the quarter, consistently updating plans. This approach enables the CSM to gather valuable insights and data continuously rather than waiting until a specific time to compile everything at once. Engaging with the customer regularly allows for real-time feedback, which can inform the evolution of the success plan based on the customer's changing needs and priorities. It also helps in building stronger relationships, as the CSM demonstrates commitment and proactive involvement.

By updating plans consistently, the CSM can ensure that the quarterly review reflects the most current state of customer engagement, achievements, and any challenges faced. This ongoing preparation also sets the stage for a more productive and insightful review meeting, fostering a partnership with the customer that focuses on long-term success rather than just solvable issues. This method is much more beneficial compared to only preparing at the beginning or end of the quarter, or waiting for issues to arise, which can lead to missed opportunities for alignment and improvement.