Customer Success Manager Guide

Last Updated: 2025-12-02 10:22 UTC

Personas: CSM

What you'll learn

Review renewal risk indicators.
- Open Accounts -> Renewal Risk to see accounts with high past-due balances, broken promises, or frequent disputes.
- Filter by segment or CSM owner to prioritize outreach.
Propose payment plans collaboratively.
- From an account detail page, use Propose Plan to suggest structured repayments. Choose the template aligned with company policy.
- If the plan exceeds your approval limit, Plixo routes it to the Controller for sign-off before the customer sees it.
Coordinate via internal notes and nudges.
- Leave contextual notes tagging A/R Operators or Sales so everyone understands renewal implications.
- Send CSM-branded nudges when a personal touch is required; these messages are logged alongside collections activity.

Renewal risk view is reviewed weekly and escalations are documented.
Approved payment plans adhere to discount and term caps without manual corrections.
Internal notes capture renewal implications, reducing duplicative outreach.

Skipping approvals. Payment plans above your limit must be routed through the Controller to stay compliant.
Working from stale data. Refresh the renewal risk view before customer calls to capture the latest payments or disputes.
Not looping in Sales. Share major plan updates so commercial negotiations stay aligned.