We’re excited to launch CSM Hours, a powerful new feature that lets you set and track the number of Customer Success Manager hours allocated to each customer — based on their plan or subscription level.
This is perfect for agencies and SaaS businesses that offer hands-on support, onboarding, or consulting time as part of their pricing tiers. Now, you can measure the actual time your CSMs spend per account and manage that resource more efficiently.
🔧 How It Works
Integrate Stripe
Make sure your Stripe account is connected to GoCSM so we can match customers to their active plan.
1
. Configure CSM Hours Per Plan
Go to Plans Configuration inside your GoCSM dashboard. For each SaaS or service plan, set the number of monthly CSM Hours that come with it.
- Enable the GoCSM Widget
Once enabled, your CSMs will have access to the widget where they can start/stop tracking time directly while working on a customer’s account.
- Track Hours in Real-Time
CSMs can see how many hours are remaining per client and log their activities within the widget — making time management seamless.
4. Monitor in the Company Health Profile
Inside the Company view under Health, you'll see:
- Total CSM Hours allocated
- Hours used
- Logged activities by your team
💡 Use Cases
- Plan-Based Support:Offer more personalized time to premium clients and limit time usage for trial or basic-tier users.
- Onboarding Services:Track hours spent onboarding each client and keep your team accountable.
- Account Reviews or Strategy Calls:Easily manage time spent on strategy sessions or check-ins.
- Internal Resource Planning:Know exactly where your CSM team’s time is going so you can optimize staffing and support load.
✅ Why It Matters
📊
Clarity on Time Spent
– Know which clients are taking the most CSM time and whether it aligns with their value to your business.🔄
Transparent Client Communication
– You can show customers how much time they’ve used and what it was used for.💸
Better ROI Per Plan
– Ensure your service time scales appropriately with what clients pay for.📅
Operational Control
– Keep your CS efforts organized and trackable, without needing separate tools.The CSM Hours feature is now live for all GoCSM users.
Try it out today and start maximizing your team's efficiency!