Prism

Operating Rhythm

Prism Customer Success Handbook — Section 2.3

What this page is

The recurring calendar shape of the CS function — when work happens. It does not decide what comes first when there's more to do than time; that's 2.4 Account Prioritization Framework. This page says "Monday morning is the risk review." 2.4 Account Prioritization Framework says how to rank what the review surfaces.

The design constraint: one CSM, a book skewed heavily SMB, and no manager asking what's at risk this week. Everything below is built so that proactive work has a scheduled home. Without that, attention flows to whoever emailed most recently — which reliably means the loudest accounts get served and the quietly dying ones don't.

Daily

Deliberately thin. A daily list that's too heavy becomes fiction within two weeks.

That's it. Everything else is scheduled, not daily.

Weekly

Internal risk review

The anchor of the week. A scheduled pass over the book, producing a triaged list — not ad-hoc dashboard glancing. Format and output defined in 2.2 Meeting Standards & Working Norms; ranking logic in 2.4 Account Prioritization Framework.

Inputs: the Executive Dashboard, health movement since last week, Risk Level changes, newly triggered playbooks.

Renewal checkpoint pass

Identify accounts that crossed a renewal checkpoint this week and do that checkpoint's work. Checkpoint intervals are defined in 3.7 Renewal Motion.

The point of a weekly pass is that renewals arrive on a schedule known months in advance — there is no excuse for a renewal to become urgent through surprise.

Scheduled cadence calls

Enterprise monthly and Mid-Market calls land in the week per 2.2 Meeting Standards & Working Norms. SMB has no standing calls.

Onboarding accounts

Any account in the Onboarding or Adoption lifecycle stage gets attention every week regardless of what the dashboard says. Early-stage accounts have the least health history and the most stall risk, and a stalled onboarding looks quiet rather than alarming.

Monthly

Forecast pass

Review forecast category across the full renewal horizon, not just imminent renewals. Update anything that has drifted from what the data and conversations now support.

Forecast is a judgment call (2.6 Renewal Forecasting), which is exactly why it needs a scheduled review — judgments made once and never revisited become stale optimism.

Health trend review

Look at what moved, not just what's low. A Mid-Market account sliding from 88 to 71 is still in the Stable band and invisible to a threshold filter, but it's the more urgent story than an SMB account that's been sitting at 58 for a year.

Trend is why health is stored as history rather than a current value.

EBR scheduling

Book the coming quarter's EBRs. Scheduling an Enterprise EBR three weeks out fails — the economic buyer's calendar doesn't work that way, and an EBR without them doesn't do its job (2.2 Meeting Standards & Working Norms).

Automated-touch review (SMB)

Confirm the exception-based coverage is actually working: did lifecycle emails send, did milestone nudges fire, did anything flag that nobody acted on?

This is the failure mode of tech-touch coverage — automation silently stops working and the book looks quiet because nothing is watching, not because nothing is wrong. Checking the machinery is part of running it.

Quarterly

EBRs delivered

Enterprise quarterly, Mid-Market twice yearly (2.2 Meeting Standards & Working Norms).

Success plan reviews

Every Mid-Market and Enterprise plan reviewed with the customer — a conversation that updates the document, not the CSM re-reading it. Last-reviewed date only advances on a real review (1.7 Success Plans).

Churn and loss review

Any account churned this quarter gets a post-mortem using the template in 4.5 Churn Review Template. Root cause, not stated reason — "price" is almost never the actual cause, it's the acceptable way to describe a value failure.

System review — is the model working?

The part most CS functions skip, and the one that separates running a system from improving one. Quarterly, ask:

  • False positives — which playbooks triggered on accounts that turned out fine? A trigger that cries wolf gets ignored, which is worse than not existing.
  • False negatives — did anything churn or nearly churn that the model never flagged? Which signal would have caught it?
  • Forecast accuracy — did Commit accounts renew? Did At Risk accounts actually churn? Systematic optimism is the most common forecasting failure and it's only visible in hindsight.
  • Playbook completion — are playbooks being completed or quietly abandoned? Abandoned playbooks mean either the playbook is wrong or capacity is short. Both matter.
  • Coverage reality — is the tech-touch model holding, or is SMB consuming more time than the model assumes?

Output: concrete changes to triggers, weights, or playbooks — or an explicit decision to change nothing. "Reviewed, no changes" is a valid outcome; skipping the review is not.

What protects proactive time

The rhythm only works if the scheduled blocks survive contact with the week. Two rules:

  1. The risk review doesn't move. It's the one block that generates proactive work; when it slips, the week becomes purely reactive and nobody notices until a renewal surprises you.
  2. Onboarding accounts get weekly attention regardless. They're the most likely to fail and the least likely to complain about it first.

Everything else can flex.