#19: 3 Steps To Run Effective 1:1s With Your CSMs

A few weeks ago, I answered a question on how to run effective 1:1s with CSMs.

The person who messaged, texted me 7 days later to say that this approach completely changed the dynamic of her 1:1s. She said it brought structure and accountability, without feeling "micro-managey". 

So I figured it was worth sharing with you all. 

I use this 3-step framework to ensure we get to everything that matters: 

Numbers
Behaviours
Feedback  

Let’s break them down.

Numbers

Once we are over the chit-chat and sentiment check (how are you? how was the weekend?), I dive into the numbers.

Whether you are measuring your CSMs in NRR, Dollar Retention, Product Usage or any other metric. Start your 1:1s with the CSM presenting their current state to you. 

What's your forecasted number right now?
What's your gap to target?
How did it change since our last conversation?
This will drive accountability and help you understand how each team member is progressing. 

This helps you to celebrate the small wins and comment on consistent progress. It also serves as a flag for you when someone is flat and not improving, or getting worse week on week. 

Actions

Next, dive into the risk. This will likely look like a breakdown of actions per risky account. 

Whether the numbers are good or not, review all risky accounts together. Make sure your CSM has a plan in place to turn those risks around.

This is where a lot of great coaching happens. Using real situations as they progress week on week. 

You can also bring a review of top accounts to the 1:1 every month. That means you are also coaching around creating success plans and finding opportunities.

Have a notes section on the shared numbers document, that's where you will document the agreed actions and can keep track of the changes each week. 

You don't want for it to feel like a brand-new conversation each time.

Feedback

This is a placeholder where you share and ask for feedback regularly. 

Start by asking:

Was this 1:1 helpful?
Did we get to everything you hoped to accomplish?
What are ways in which I can best support you in the coming weeks?
 
Creating this space and verbalising weekly that you are looking for feedback gives CSMs permission to be upfront about what they value and what they need more or less from you. 


Summary

Re-vamp your 1:1s by focusing on numbers, actions and feedback core areas with your CSMs.

That's it for today folks.

See you next week!