Hi there!
I'm helping to build out the risk management process at my company. We use Gainsight as our CS tool.
Right now - what I'm thinking is:
- CSMs surface up risks through a "CTA" (just think of this as a way to flag to managers and themselves)
- Once per week, CSMs provide account risks for high ARR accounts
- Managers review risks for the week and work with CSMs to ask questions and drive mitigation
The challenge is - if a Manager has, say 7 people on their team, these weekly updates can be overwhelming.
A few questions:
1. How do we ensure CSMs are kept accountable to drive risks forward?
2. What's your general process for risk management? (What's your regular rhythm or process?)
Thanks so much!