The CS leadership template library
The working library I use with the CS leaders I coach. Charters, playbooks, scorecards, and the artifacts that make a function run.
What is in the library
Twenty-four templates grouped across the five pillars of CS leadership. Everything you need to run the function, lead the team, influence across, report up, and lead yourself.
Personal Wins Tracker
A monthly record of what you delivered. Yours when it is time to make the case for a promotion, raise, or next role.
Leadership Weekly Reflection
Fifteen minutes a week to see where your energy went before the next one starts eating you.
Personal Board of Directors
Map the people whose judgment you trust when yours is not enough. Six roles, filled deliberately.
CSM Hiring Scorecard
A four-stage interview process and five-dimension scorecard for hiring CSMs who actually drive outcomes.
Career Progression Framework
Level definitions and career paths for CSMs, seniors, and leads. The ladder your team deserves to see.
CS Leadership Weekly Checklist
Your weekly operating rhythm so nothing falls through the cracks and nobody feels forgotten.
The First 90 Days Toolkit
A 30-60-90 day plan and a 90-day leadership debrief deck for a new CS leader's first quarter.
Sales-to-CS Handoff
Capture everything CS needs from Sales before the kickoff. Protects both teams six months later when something breaks.
Cross-Functional Escalation Framework
Define who owns what when customer issues cross department lines. The boring work that saves the firefight later.
Quarterly CS Board Report
The deck template I use to report CS up to executives and the board. The one that gets you a seat at the table.
Customer Success Plan
The plan you take to leadership: your year in review, the targets CS commits to, and what it takes to hit them.
Customer Success Charter
Mission, scope, and success metrics on one page.
Customer Journey & Process Map
Lifecycle stage by stage, with owners and playbooks.
Internal QBR
Structure the internal account review before the customer-facing one.
Account Plan
Strategic planning for your top-tier customers.
Value Map
Connect what customers use to the outcomes they get.
One-Slide Value Snapshot
Show ROI in a single, sponsor-ready slide your CSMs can build in an hour. The slide every executive wants to see.
Discovery Questions Guide
The questions your CSMs should be asking every quarter.
At-Risk Account Save Plan
A structured playbook for the accounts you cannot afford to lose.
Renewal Forecast (Detailed)
Commit, most likely, and best-case renewal outcomes across your book.
Renewal Forecast (Simple)
The lightweight version for smaller books and startup teams.
CSM Compensation Plan Builder
Model comp plans that align behavior to the outcomes you want.
CS Budget and Capacity Planning
Build your CS budget top-down and bottom-up so you go into budget season with a number you can defend.