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Free CSM Trackers

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Jason Chan
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As a customer success manager, keeping track of multiple users and their individual needs can be challenging. After 100s of interviews, it seemed that the most common challenges were the ability to keep track of these different users and proactively managing relationships to prevent churn ahead of time.

We noticed that there were plenty of software tools, especially for extremely large companies, to automate this process, but they cost a ton. At the same time, smaller companies either neglected customer support, spent too much time building and maintaining a spreadsheet, or spending too much money on an overpowered CSM software product. That's where our free CSM Tracker comes in! We built a fully reusable and customizable tracker, which is the perfect solution to help keep track of customers' status, last engagement date, renewal date, account owner, churn reason, playbook (based on churn reason), and more.

The Need for a CSM Tracker

In my opinion, a CSM tracker is essential for any company because it helps to manage customers effectively. For all companies, there really is only two ways to earn revenue: get new customers and retain existing customers. A CSM Tracker ensures that companies have all customer data organized in one place, making it easy to manage and take action. By keeping track of customer status, last engagement date, and renewal date, a CSM tracker helps you prioritize which customers should be prioritized so they end up renewing their business with you. Even if these customers end up churning, the benefit of the CSM tracker in this case is that it helps you plan around the expected loss of revenue in the foreseeable future.

Introducing Our Free CSM Tracker

Key Features

  • Easy-to-use without any knowledge of spreadsheets
  • Categorize customers based on status: good, unknown, churn risk, and churning
  • Track last engagement date, renewal date, and account owner
  • Fully reusable and customizable (you can fill out your own customers, status’ churn reasons, and playbook)

How to Use Our Free CSM Tracker

Using our CSM Tracker is super easy! Just follow these simple steps:

  1. Open the tracker in Subset https://subset.so/community/file/4wPZqJvFyOP2b3qdEATFFA/Customers-and-Renewal-Tracker and make a copy of the free tracker
  2. Add your customers' information, including their status, last engagement date, renewal date, account owner, churn reason, and playbook.
  3. Review this file every time you sign up a new customer and periodically to remind yourself who you need to reach back out to
  4. Use the playbook column to take the necessary actions to prevent churn for those customers that may churn

Benefits of Using Our CSM Tracker

Our CSM Tracker has several benefits that make it the perfect solution for managing your customers. Here are some of the benefits of using our tracker:

  1. Easy to use: Our tracker is super easy to use and doesn't require any special knowledge of spreadsheets, making it accessible to everyone.
  2. Fully customizable: You can customize the tracker by adding or removing columns based on your needs, making it flexible and adaptable to your business requirements.
  3. Saves time: Our tracker saves you time by organizing all the information you need about your customers in one place, making it easy to manage and take action.
  4. Prevents churn: Our tracker helps you prevent churn by categorizing customers based on their status and providing a playbook column that updates automatically based on the churn reason.


Our free CSM Tracker is the perfect solution for managing your customers without having to pay for an expensive software tool or deal with complex spreadsheets.

So, what are you waiting for? Start using our CSM Tracker today and see the difference it can make in managing your customers!