Stop the Firefighting

Proactive CS made simple

In partnership with

Hey CS Pro,

Let’s be real. If your week is full of fire drills, “urgent” emails, and last-minute renewal saves…you don’t have a strategy, you’re running on adrenaline.

Let’s talk about the reality no one wants to admit. Most CS teams are stuck in reactive mode because… they don’t have a real strategy.

They’re told to just “stay close to the customer” or “check in often.” But without data, triggers, or systems in place, those check-ins? They turn into random acts of CS.

Here’s what that actually leads to:

  • Surprise churn no one saw coming

  • Burned out CSMs stuck in back-to-back calls

  • Low adoption only discovered at renewal

  • Exec teams questioning the value of CS

None of that is scalable. None of that helps your team grow or drives revenue.

And trust me, I’ve been there too. But the moment I flipped my strategy from reactive to proactive, everything changed.

But first, today’s sponsor

Find out why 1M+ professionals read Superhuman AI daily.

In 2 years you will be working for AI

Or an AI will be working for you

Here's how you can future-proof yourself:

  1. Join the Superhuman AI newsletter – read by 1M+ people at top companies

  2. Master AI tools, tutorials, and news in just 3 minutes a day

  3. Become 10X more productive using AI

Join 1,000,000+ pros at companies like Google, Meta, and Amazon that are using AI to get ahead.

The 5 steps to proactive CS (and how to actually do it)

Here’s the framework I use to build proactive CS strategies that scale. Not just for enterprise, but for scrappy teams too.

Step 1: Define success from your customer’s view

Most CSMs make assumptions about what success looks like. Don’t. Ask your customers. After 30, 60, 90 days…what milestones actually mattered to them? Use their words, not your guesses.

Step 2: Map out a customer success plan

This isn’t just a doc. It’s the map. And like every map, it needs stops along the way: onboarding, adoption, renewal, expansion. Define clear triggers for engagement and risk. This is how you make CS predictable.

Step 3: Automate touchpoints for scale

If you’re manually emailing every customer, no wonder you’re overwhelmed. Tools like lifecycle emails, health scores, and playbooks exist for a reason. Use them. Trigger communication based on outcomes, not your calendar.

Step 4: Create a risk and opportunity framework

Map your red flags (low usage, stakeholder turnover, competitor mentions) and green flags (case studies, strong feature adoption, exec engagement). Then? Build a playbook for each one. That’s what proactivity looks like.

Step 5: Review and refine monthly

Set it and forget it? That’s not going to cut it in 2025. Your customers needs are shifting fast. So should your strategy. Review your CS strategy every month. Yes, monthly. If that sounds like too much, start quarterly. Just start.

Treat your CS strategy like Google Maps

This is my favorite analogy…

Reactive CS is like driving without a map and waiting until you hit traffic to decide where to turn.

Proactive CS? You’ve got the map, real-time alerts, and rerouting ready to go. You’re not just responding—you’re guiding.

You need to guide your customers, because guess what? They’re going to take a wrong turn. They’re going to U-turn. They’re going to miss a step. That’s human.

Your job is to be the GPS that reroutes them toward success before they even know they’re off track.

And it doesn’t take a 20-step overhaul to start. Just one thing.

Your Weekly Challenge 

Pick one stage in your customer journey, let’s say onboarding.

Ask yourself:

  • Are milestones clearly mapped?

  • Do I have repeatable, automated touchpoints?

  • Am I tracking early health signals?

Then take one action. Maybe it’s building a checklist. Maybe it’s creating a lifecycle email. Maybe it’s drafting a risk playbook. Whatever it is, make that one step more proactive today.

Because CS isn’t about doing more. It’s about doing the right things at the right time.

Takeaways

  1. Proactivity starts with their definition of success

    Don’t assume. Ask. Then build milestones and plans that actually reflect what your customers care about.

  2. Automation is your ally, not your enemy

    If you’re still manually following up with every account… It’s time to scale smarter. Use triggers. Use data. Use your time where it counts.

  3. Review your strategy regularly

    A playbook from 2022 won’t save you in 2025. Start with a monthly review rhythm to keep your CS strategy sharp and relevant.

🔦 Free CS Resource Spotlight 💡 

If you’re looking to level up your customer onboarding, The Onboarding Lab is a must-subscribe. It’s the only newsletter dedicated solely to onboarding in B2B SaaS, packed with step-by-step mini-projects you can implement each week to drive engagement, advocacy, and revenue from Day 1.

There is an edition that is especially powerful if you’re exploring How to be Proactive in Customer Success. It walks through how to build strong relationships with your customers that leads to strategic customer success.

👉 Read it here: How to Build Strong Relationships with Your Customers

📝 Subscribe for free: The Onboarding Lab Newsletter

That’s it for this week! If you want to hear all of my tips on how to build data-driven, proactive CS strategies, then check out the full podcast episode on your favorite player below.

Have a listen to the latest podcast:

Watch on YouTube

Listen on Spotify

Listen on Apple

Enjoyed this week’s newsletter?

As you know, I create practical and tactical CS content every week—from revenue-driving strategies to real-world playbooks you can use immediately.

If you’ve found these insights helpful, can I ask a small favor?

Please share The Customer Success Pro Newsletter with a colleague or friend in your network who’s looking to sharpen their CS skills and become a true revenue partner. Your support helps me keep this content free and impactful for the entire CS community.

Thank you for being part of this journey!

That's all for now.

If you have any questions or suggestions, please feel free to contact us.

Cheers to your CS success,

Anika

PS - CSM RevUP Academy is currently full. Don't miss your shot at next time! Get the strategies, playbooks, and build your confidence into a revenue-generating CS Pro. Join the VIP Waitlist today to be first notified when the doors open again.

Free Resources

Whenever you are ready to take the next step, here’s how I can help:

The Customer Success Pro Podcast

Unlock Revenue in a QBR Guide

100 AI Prompts for CS Guide

CSM RevUP Acacdemy

Reply

or to participate.