Frameworks, teardowns, and operating playbooks for CSMs and CS leaders driving NRR in complex accounts.
Written for the people doing the work — and rebuilding the playbook for what's coming next.
Featured
All playbooks →The Renewal Forecast: Calling Your Number 90 Days Out
Most renewal forecasts are gut-feel labeled as data. Here is the model I have used to call portfolio renewal performance within a few points of actual, 90 days out — and the spreadsheet you can copy.
Read the framework →Gross renewal rate the model produced on a $4.2M portfolio.
The Multithreading Map: Why Your Renewal Dies When Your Champion Leaves
Single-threaded accounts do not die in the renewal quarter. They die six months earlier — quietly, while the dashboard is still green. Here is how to map and rebuild the thread.
Health Scores That Predict Anything: A Design Framework
Most health scores measure activity, not outcomes. They go green right up until the moment an account churns. Here is a four-input model that actually predicts renewal — and how to validate it against your own data.
Browse by pillar
Five operating areas where the difference between a good CSM and a great one shows up in the numbers.
Renewal Engine
Forecasting, risk scoring, multithreading, procurement.
QBRs & Executive Motion
Executive sponsor strategy, CFO-grade QBRs, board reviews.
CS Operations
Health scores, segmentation, capacity planning, tooling.
Expansion & Multithreading
Pipeline from CS, expansion signals, champion networks.
AI in CS
Frameworks and teardowns for using AI to do CS work better.
About CSM Redefined
A publication for the people running the renewal call, the QBR, and the health score review. Written by an enterprise CSM, for enterprise CSMs and the leaders managing them. New frameworks every two weeks.