Prioritises a CSM's full book of accounts into action tiers using a weighted scoring model that considers ARR, health, renewal proximity, engagement status, and strategic importance. Produces a ranked list with recommended time allocation. Use when asked to prioritise accounts, rank a portfolio, determine where to focus, triage a book, decide which accounts need attention first, or when a CSM feels overwhelmed and does not know where to start. Also triggers for questions about account prioritisation, portfolio triage, book ranking, time allocation across accounts, or how to decide which accounts matter most this week.
Ranks your entire book of accounts by where your time creates the most value. Replaces the default behaviour of responding to whoever is loudest with a structured assessment of where your attention matters most.
Provide your book of accounts with whatever data you have per account:
Score each account on 5 dimensions (1-5 scale):
| Dimension | 1 (Low Priority) | 3 (Medium) | 5 (High Priority) | Weight |
|---|---|---|---|---|
| Revenue at risk | Low ARR, healthy, renewal distant | Mid ARR or moderate risk |
| High ARR, at risk, or renewal imminent |
| 30% |
| Health trajectory | Improving or stable/strong | Stable/adequate | Declining or critical | 25% |
| Renewal proximity | 180+ days | 90-180 days | <90 days | 20% |
| Engagement gap | Active and responsive | Adequate but cooling | Dark or disengaged | 15% |
| Strategic value | Standard account | Moderate (reference, logo) | High (board-level, marquee logo, major expansion) | 10% |
Priority score = weighted sum (1.0-5.0)
| Score | Tier | Action | Time Allocation |
|---|---|---|---|
| 4.0-5.0 | Tier 1: Immediate | Act this week. These accounts have the highest combination of risk and value | 40% of available time |
| 3.0-3.9 | Tier 2: Active | Act this month. Regular engagement, proactive management | 30% of available time |
| 2.0-2.9 | Tier 3: Monitor | Standard cadence. Engage on schedule or on signal | 20% of available time |
| 1.0-1.9 | Tier 4: Maintain | Light touch. Digital engagement. Engage only on trigger events | 10% of available time |
Some situations override the scoring model:
| Override Condition | Automatic Tier | Rationale |
|---|---|---|
| Active escalation | Tier 1 | An unresolved escalation is immediate risk regardless of other scores |
| Champion departed in last 30 days | Tier 1 | Relationship continuity is at immediate risk |
| Competitive signal (active evaluation) | Tier 1 | Delay increases the probability of loss |
| Customer contacted you with a concern | Tier 1 (temporary) | Responsive engagement builds trust. Delayed response erodes it |
| New customer in onboarding | Tier 2 minimum | First 90 days set the relationship trajectory |
## Book Prioritisation: [CSM Name]
**Date:** [date] | **Accounts:** [total] | **ARR:** EUR [total]
### Tier 1: Immediate ([n] accounts, EUR [ARR])
| Rank | Account | ARR | Health | Renewal | Primary Driver | Action This Week |
|------|---------|-----|--------|---------|---------------|-----------------|
| 1 | [account] | EUR [x] | [status] | [days] | [why this is Tier 1] | [specific action] |
### Tier 2: Active ([n] accounts, EUR [ARR])
| Rank | Account | ARR | Health | Renewal | Action This Month |
|------|---------|-----|--------|---------|------------------|
| [entries] |
### Tier 3: Monitor ([n] accounts, EUR [ARR])
[Summarised -- these accounts are on standard cadence]
### Tier 4: Maintain ([n] accounts, EUR [ARR])
[Summarised -- these accounts are light touch]
### Time Allocation
| Tier | Accounts | ARR | % of Time | Hours/Week (est.) |
|------|----------|-----|----------|------------------|
| Tier 1 | [n] | EUR [x] | 40% | [hours] |
| Tier 2 | [n] | EUR [x] | 30% | [hours] |
| Tier 3 | [n] | EUR [x] | 20% | [hours] |
| Tier 4 | [n] | EUR [x] | 10% | [hours] |