CSM Hours

Index

• How It Works

• How You Can Use It

• Why It Matters

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⏱️ CSM Hours: Track Time Spent Helping Your Customers

If your agency includes onboarding, consulting, or hands-on support in your SaaS plans, you’ll love CSM Hours. This feature helps you assign and track how much time your team is spending with each customer—based on the plan they’re on.

You can now measure exactly how many hours your Customer Success Managers (CSMs) are dedicating per account and keep that aligned with the service tier each customer has paid for.

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🔧 How It Works

1. Connect Stripe GoCSM uses your Stripe integration to pull in plan details. This helps us match each customer to their active subscription.

2. Set CSM Hours by Plan Head to Plans Configuration in GoCSM and assign how many hours each plan includes per month (e.g. Premium = 5 hours, Basic = 1 hour).

   
3. Enable the CSM Hours Widget Once the widget is on, your CSMs can start/stop a timer while they’re working on that customer’s account—no guesswork needed.

   
4. Log Hours & Activities in Real Time Time is automatically tracked and added to the customer’s record. Your team can also log notes or categorize what the time was spent on.

   
5. View CSM Hours in the Company Health Profile

   

   In each Company Profile, under the Health section, you’ll see:

   • Hours used this month

   • Logged sessions and what they covered

   • Total CSM Hours available

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💡 How You Can Use It

• Premium Support – Offer more time to your high-tier customers without overextending your team.

• Onboarding Projects – Track how long each onboarding takes, and spot if someone’s taking longer than expected.

• Account Reviews & Strategy Calls – Know exactly how much time your team has spent prepping and running success calls.

• Team Planning – If your CSMs are overloaded, you’ll know where and why—and can adjust coverage accordingly.

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✅ Why It Matters

• Better Time Management Know which customers are using the most support time—and if that matches their value.

• Clear Communication If a customer ever asks “What am I getting with my plan?”—you’ve got the data.

• Smarter Resource Allocation Helps your team prioritize based on hours left, not just gut feeling.

• Plan ROI Tracking Make sure your high-touch support doesn’t accidentally go to low-tier users unless it’s intentional.

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🎯 CSM Hours is now live in GoCSM and available to all users. Start assigning hours to your plans and give your team the tools to manage their time smarter.

Need help setting it up? Just reach out—we’ll walk you through it.