What is the biggest challenge your working on over the next 30 days?

I'm right there with you @Scott Smith  with Success plans, specifically easy to replicate objective specific success plans that can be quickly be built out in mass for all customers as a phase 1 than revised in phase 2 and 3, etc.

Over the next 30 I will be working on drafting a new success planning process as well as refining the QBR template that is used by the org. I fully expect that the biggest challenge will be around transparency... 

Since this is for the company's top tier account, will the leadership team open up and be transparent in providing the full history with this customer (good and bad)?

Will the customer also provide the same transparency around their previous pain points, future goals and strategies? 

@Jeff Breunsbach I find that smaller group sessions with each business unit to comb through existing process is the first step. Folks are much more 'honest' in 1:1 settings. From there, we will expand the group. All the while, I'm keeping my executive team counterparts aware of the progress until we ultimately have a large sign-off and implementation meeting. 

Hey Rich, would love to get on a call with you to share processes.

Where do I start?

1. Creating a customer journey map for RingCentral
2. Piloting the program with a few CSMs to gain feedback and buy-in
3. Department wide launch

Then I also have:

1. Documenting a repeatable process for how I created the journey
2. Improving on processes where I can
3. Developing a methodology for measuring value based prioritization

Lastly,

1. Create a playbook for this process to be able to implement as a Customer Success consultant for companies looking to standardize a Customer Journey.
2. Uncover effective layering strategies to make the journey more dynamic, actionable, and informative

Okay so maybe this will all be longer than 30 days, but these are all top of mind for me right now aside from even managing success for 4M in accounts.

Trying to incorporate the top down/bottom up analysis that Shari mentioned.   She shared the link below which has been helpful.  Also looking at HVAs and activities in general to try to quantify where CSMs are spending time across their segments.  Trying to understand the appropriate benchmark of ARR per CSM.  Lot of different takes online, trying not to get swallowed up...paralysis by analysis!

https://www.thesuccessleague.io/blog/2018/11/6/when-to-hire-your-next-csm?rq=hiring%20model

That's awesome @Brian Hartley - what's your approach thus far? 

Trying to apply a methodology to help us understand if we have an appropriate CSM/Customer ratio.  Thanks to @Shari Srebnick and @Kristi Faltorusso sharing their insights, my challenge isn't as daunting.

Such a great exercise for alignment and a way to "re-center" the organization on thinking about the customer first. What's been your method so far?  Lots of virtual 'whiteboard' sessions? 

Jeff, great dialogue. 

The most significant thing I'm working on from a CS perspective - re-mapping the customer journey in partnership with sales operations. It's a massive cross-functional task - but I feel each stage of scale / growth requires you to re-visit this.