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Customer successReview

Customer cadence call

30 minutes 5 blocks Free template

A recurring CSM-customer sync from GitLab's handbook: success-plan progress, adoption and renewal topics, open floor, actions.

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By the end of this meetingBoth sides agree on progress against the success plan and leave with owned action items.

30 min · 5 blocks, drawn to scale Fits exactly
  1. Attendees and read-only items, 3 minutes 3
  2. Success-plan progress and open follow-ups, 7 minutesInfo 7
  3. Adoption gaps, enablement, renewal and licence trends, 10 minutesDiscuss 10
  4. Open floor for the customer's topics, 5 minutesDiscuss 5
  5. Recap, owners and next call date, 5 minutesWrap-up 5
08152330 min
  1. +0′Attendees and read-only items3 minInfo
  2. +3′Success-plan progress and open follow-ups7 minInfo
  3. +10′Adoption gaps, enablement, renewal and licence trends10 minDiscuss
  4. +20′Open floor for the customer's topicsTip: If the customer raises something urgent, drop the planned agenda.5 minDiscuss
  5. +25′Recap, owners and next call dateTip: A call with no action items or follow-ups was not effective.5 minWrap-up

Why it works

Built so the customer cadence call ends on time, with everyone in it.

  • Updates stay short

    10 minutes of updates with a visible clock. In a video call the speaker is spotlighted and the room is muted, so nobody talks over them.

  • Discussion with a clock

    15 minutes of open floor with a countdown everyone can see, and a talk-balance meter so the loudest voice doesn't take all of it.

  • Wraps up on time

    Decisions and actions are read back, the summary is already written, and a finish on time earns the confetti.

How to run it

  1. 1Hold it weekly during onboarding and at least every two weeks after that.
  2. 2Share the agenda a few days ahead, with read-only items the customer can review in advance.
  3. 3Give the call your full attention; don't multitask.
  4. 4Leave room for the customer's unplanned topics and don't force the agenda when something urgent comes up.
  5. 5End with action items and owners, and send the follow-up within one business day.

Questions about the customer cadence call

How often should CSMs hold cadence calls?
GitLab runs them weekly during onboarding and at least every two weeks afterwards.
What makes a cadence call effective?
GitLab's test: if no action items or follow-ups come from the call, it was not effective.
How long should a cadence call be?
GitLab doesn't state a length; this template uses 30 minutes.

Built from

The structure, timings and tips on this page come from these sources.

  • handbook.gitlab.com

Run it with your team

  • A countdown for every block on the shared screen
  • A video call that changes with each block
  • Decisions and actions in a scored summary

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Related templates

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  • Customer onboarding kickoff callGitLab's CSM onboarding kickoff: why they bought, current tools, business goals, stakeholders, training and a cadence-call plan.60 min · 7 blocks
  • Customer quarterly business review (QBR)A one-hour customer QBR from Gainsight: KPIs tied to their goals, ROI, last quarter's commitments, health score and next steps.60 min · 7 blocks
  • Executive business review (EBR)Gainsight's 60-minute EBR for strategic accounts: objectives, business updates, value delivered, challenges and recommendations.60 min · 6 blocks

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