An internal account review is a process used in SaaS customer success to assess the health and progress of a customer's account internally within the customer success team. It is typically conducted by the customer success manager (CSM) and other members of the team, and focuses on identifying any challenges or opportunities for improvement in the customer's usage and adoption of the product.

By creating an internal account review one-pager resource that your CSM team can use as a reference on a specific account, your team can have more visibility into account performance and areas for improvement.

Follow these steps to build a successful internal account review one-pager:

• Highlight key information: Gather information about the customer's account, including usage data, support tickets, customer feedback, and any other relevant data points. Include the most notable insights at the top of the one-pager for quick reference.
• Provide data insights: Analyze account data to identify trends and patterns in the customer's usage and adoption of the product, and make note of any areas where the customer may be facing challenges.
• Identify opportunities: If your team sees opportunities to improve the customer's experience and drive increased usage and adoption of the product, note these on the one-pager. This may involve identifying additional features or integrations that could be useful to the customer, or suggesting training or educational resources to help them get more value from the product.
• Specify next steps: Based on the analysis and identification of opportunities, highlight an action plan for how to best support the customer moving forward. This may involve assigning specific tasks or follow-up actions to individual team members, or outlining a larger plan for ongoing engagement with the customer.

By utilizing internal account review one-pagers at your company, you can provide comprehensive assessments of each account and identify opportunities for improvement. These at-a-glance resources are an efficient, effective way to analyze usage data and other relevant information, which will help your customer success team proactively identify challenges and work with the customer to address them. 

Ultimately, implementing these one-pagers within your CS team will lead to a stronger and more successful partnership between you and your customers. Need some ideas for what to include in your internal account review one-pager, or want to see an example? Check out our internal account review one-pager template.