What action should a CSM take when they identify poor customer health?

Engaging the customer to address issues proactively is crucial for a Customer Success Manager (CSM) when they identify poor customer health. This action fosters open communication and demonstrates the CSM's commitment to the customer's success. It allows the CSM to understand the specific challenges or pain points the customer is experiencing, and to develop tailored solutions that can help improve their experience and satisfaction.

By initiating this conversation, the CSM can work collaboratively with the customer to identify solutions, set goals, and potentially re-engage them in effectively utilizing the product or service. This proactive approach not only helps in reducing churn but also strengthens the relationship between the customer and the company, creating opportunities for long-term engagement.

Addressing issues head-on is the best way to turn around poor health, as it allows for immediate action and reinforces the value of the CSM's role in supporting the customer.