← All departments
Monthly scorecard

CSM · September 2026

“Once Stories, always Stories”

Owner: Marente
April 2026May 2026June 2026July 2026August 2026September 2026PresentClose September 2026…

Locked metrics
Values are entered at month close — or any time before.

Renewal Coverage OK%

Leading · weekly

25% of top-segment renewals (45–75 day window) with valid OK.

—
No data yetTarget: 80% Aug No data
Jun 100% · Jul There's no way yet to flag OK-status

NRR

Lagging · monthly

(starting MRR + expansion − contraction − churn) ÷ starting MRR × 100%.

—
No data yetTarget: > 97,5% Aug 98,7%
Jun 97,1% · Jul 100,2%

Logo Churn %

Lagging · monthly

% of paying members lost in the month (cancellations ÷ total members at start of month × 100).

—
No data yetTarget: < 3% Aug 2,4%
Jun 3,9% (26 churns) · Jul 3,1%
Monthly objectives (max 3)
No goal slots left. New goals for next month are set at month close.
Scale

LTV-based retention strategy for at-risk renewals

Done means: LTV-tiered strategy matrix (linked to renewal term) is defined and approved by Management, and can be applied to all "at risk" renewals with an influenceable churn reason in the 45-75 day window, by 15th October 2026.

Marente · due 15 Oct 2026
Not started
Scale
Unblocker
  • No overview of who still needs to have their introduction — not visible in either HubSpot or the member onboarding flow, so intros risk being missed or delayed.Marente · week of 7 Sept 2026OpenDid it happen?
How the framework works — Prove, Scale, Create in plain language
Prove

The car goes from A to B 🚗 — this goal directly moves your KPIs this month.

Scale

Upgrade the road to a highway 🛣️ — makes hitting your KPIs easier in the future.

Create · optional

A great restaurant along the route 🍝 — extra value for members. Optional.

Leading indicator

The number you directly influence — your own steering wheel. If it moves, it's because of what your team did.

Lagging indicator

The result that follows later, often depending on other departments. You can't push it directly — your leading work pushes it for you.

The tsunami rule: when your leading and lagging KPIs are both behind, do more Prove and stop Scale. You don't renovate the kitchen when a tsunami is coming. 🌊

CSM Mailing SOP

A fixed rhythm for CSM dayparts mailings per city, so upgrade signals get surfaced and followed up consistently instead of ad hoc.

Done means: Every city sends its mailing on a fixed day and upgrade signals are logged and followed up

Marente · due 16 Oct 2026
Not started
Scale

Waitlist Procedure

One aligned waitlist source (replacing the 3 current lists), feeding the admin panel so it can proactively suggest who to offer a freed spot to.

Done means: By Oct 31, CMs are aligned with CMs on the new way of working, and the admin panel gives proactive fill-suggestions from the merged data

Marente · due 15 Oct 2026
Not started