Know Your Book
The account brief every CSM reads before a call, with a quiz for handovers.
The job
Gives every customer success manager a brief on each account, built from what the customer actually said. When an account changes hands, its history becomes flashcards the new owner masters before the first meeting, so customers don't feel the change.
The moment
A customer success manager (CSM) has just taken over an account. Before the first meeting, the new CSM learns the account's history from flashcards and passes a role-play exam.
In week two, the new CSM opens the call by apologising for the March invoice mix-up and naming the date of the fix.
The client's finance director says "You've done your homework".
On the manager's screen, the account's progress ring fills up, with a signed-off exam beside it.
What it does
- Build an account's deck at handover
- Correct a card
- Record quiz answers and exam responses
- Manager sign-off
- Send the handover intro note
What you see
Standing account brief plus spaced-repetition flashcards with mastery rings and a role-play final exam
What it moves
Complaints of "we had to explain everything again" on accounts that changed hands (the target is zero), and the tone of the account in the 60 days after a new CSM takes over.
Built for
- Account management & sales
