4. Time Management & Prioritisation

Why It Matters?

A CSM manages multiple customer accounts, balancing strategic initiatives with day-to-day interactions. Effective time management ensures:

• Customers receive timely, high-quality support
• CSMs focus on high-impact activities rather than just putting out fires.
• Workload stress is reduced, preventing burnout.

📊 Industry Data:

• The average CSM now manages 60-100 accounts (Gainsight, 2023).
• 41% of CSMs say poor time management leads to missed expansion opportunities (Realinbound, 2023).
• Asynchronous engagement (automated reports, self-service portals) reduces CSM workload by 25% (Inteligentciso, 2024).

Key Insight: High-performing CSMs know that not all customers require equal attention—prioritization is key.

Key Components of Time Management & Prioritization

a) Balancing Multiple Accounts Without Compromising Quality

1. Segment Accounts by Tier

• High-touch customers → Large contracts, high ARR, strategic importance.
• Mid-tier customers → Moderate engagement, requires scalable support.
• Low-touch customers → Long-term customers with self-sufficient usage.

2. Use Account Tiers to Allocate Time

• Tier 1: Weekly check-ins, QBRs, executive strategy calls.
• Tier 2: Monthly business reviews, feature adoption emails.
• Tier 3: Automated reports, on-demand webinars.

Example: A $500K enterprise customer should not get the same level of engagement as a $5K startup user.

b) Prioritizing Tasks Based on Customer Impact and Urgency

1. The Eisenhower Matrix: CSM Version

2. Automate Where Possible

• Reminders & Alerts: Set up automated CRM triggers for renewal deadlines.
• Pre-Scheduled QBR Reports: Prepare automated customer reports for low-touch clients.

Industry Insight:
CSMs who implement priority-based engagement models report a 20% increase in account retention (Forrester, 2023).

c) Setting Clear Boundaries to Avoid Burnout

Common Burnout Traps for CSMs
1. Reacting to every email instantly → No deep work time.
2. Saying yes to every customer request → Scope creep.
3. Overcommitting to low-priority accounts → Neglecting strategic accounts.

Solutions:

• Time Blocking: Set specific hours for emails, meetings, and deep work.
• Meeting-Free Days: Reserve one day per week for focused work.
• Batching Tasks: Handle similar tasks together (e.g., all QBRs on Thursdays).
• Setting Response Expectations:
  • Example: Instead of immediate replies, set an email SLA (e.g., 24-hour response time).

Industry Insight:
CSMs who enforce time-blocking techniques handle 15% more strategic activities per week (Gartner, 2023).

Case Study: How a CSM Reduced Workload by 30% Without Sacrificing Customer Success

Scenario:

A CSM at a mid-sized SaaS company was managing 80+ customer accounts, struggling with:
❌ Constant context-switching → Too many low-impact meetings.
❌ Customer escalations dominating time → No time for proactive work.
❌ Low adoption in key accounts → Missing expansion opportunities.

Challenges Identified:

1. Too many reactive customer requests → No structured engagement model.
2. No account prioritization → Spending equal time on small and enterprise customers.
3. Lack of automation → Repetitive tasks were manual and time-consuming.

CSM’s Time Management Strategy:

Step 1: Segment Customers by Tier

• Defined High-Touch, Mid-Touch, Low-Touch customer groups.
• High-touch clients (30%) → Weekly calls, hands-on engagement.
• Mid-touch (40%) → Monthly check-ins, self-service enablement.
• Low-touch (30%) → Automated reports, on-demand training.

Step 2: Implement the Eisenhower Matrix

• Focused 70% of time on high-value, strategic tasks.
• Reduced time spent on low-priority reactive issues by implementing self-service FAQs.

Step 3: Automate Routine Tasks

• Set up CRM alerts for upcoming renewals instead of manual tracking.
• Automated quarterly reports for low-touch accounts.

Outcome & Business Impact:

✔️ 30% reduction in daily workload by cutting low-value meetings.
✔️ Increased feature adoption by 40% due to structured QBR follow-ups.
✔️ Improved renewal rates by 18% by focusing on at-risk Tier 1 accounts.

Best Practices for Time Management & Prioritization

1. Use the Eisenhower Matrix – Don’t just react—focus on high-impact tasks.
2. Batch & Automate Routine Tasks – Reduce manual admin work by leveraging CRM automation.
3. Prioritize Strategic Customers – High ARR customers should receive the most engagement.
4. Enforce Time Blocking – Set “deep work” hours to protect high-priority tasks.
5. Limit Meeting Overload – Replace low-value calls with self-service content