Code Reds

🔥 Code Red Process

A Code Red should be initiated any time there is a meaningful risk that an account, campaign, or proof of concept (POC) may not renew.

🔍 When to Open a Code Red

A CSM must open a Code Red if any of the following risk indicators are present:

• Performance concerns (e.g., low usage, not progressing)

• Customer dissatisfaction (low rankings, negative reviews, unclear value)

• Internal client changes (budget cuts, reorg, champion leaves)

• POC disengagement (ghosting, delays, or one contact only)

If you're unsure, default to opening a Code Red — it's better to flag early than late.

📝 Step-by-Step Process

1. Initiate the Code Red (CSM Responsibility)

Within Salesforce:

• Go to the Code Red section on the account page.

• Click “New” and fill in all required fields:

  • Contact: Main POC with the issue

  • Category: Select the churn reason from dropdown

  • Risk %: Estimate churn likelihood (e.g., 60%)

  • Churn Risk Type: Full account or specific program?

  • Opportunity: If relevant, tie to opp name

  • Program at risk: If not full account

  • Status: Default to “Open”

  • CSM name

  • Target Resolution Date

  • Details: Context, what went wrong, and why it's a red flag

🔔 Notification sent to AE, CSM, DM and their managers

2. Create a Retention Plan (CSM + AE, DM)

• Within 2 business days, create a clear mitigation plan and put it into the code red on Salesforce:

  • Root cause(s)

  • Steps already taken

  • Immediate next steps (with owner + deadlines)

  • Dependencies/asks from other teams
    
    

Each stakeholder must contribute:

• CSM: Owns client communication and overall coordination

• AE: Supports on commercial impact and relationship reinforcement (for Enterprise accounts) CS and AE mitigation plan will include: 

  • Specific changes to the campaign or deliverables

  • Timeline for improvements (where applicable)

  • Metrics to track success

• Delivery Manager: Provides a detailed delivery-side mitigation plan, including:

  • Specific changes to the campaign or deliverables

  • Timeline for improvements (where applicable)

  • Metrics/methods to track success

💡 Pro tip: Keep it short and focused — we’re solving, not storytelling.

3. Code Red Meeting (CS to Schedule)

• Held within 5 business days of red flag initiation

• Must include:

  • CSM

  • AE 

  • Manager(s)

  • Delivery Manager

• Agenda:

  • Review retention plan from both CS and Delivery

  • CS and DM should each discuss what they can do differently to save the account

  • Identify gaps

  • Assign owners for next steps

  • Add all agreed action items as Objectives in Salesforce

4. Follow-Up and Progress Check-Ins

• CSM weekly updates: Add a weekly progress update to the “Details” section

• Delivery Manager weekly updates: Add campaign-side progress/status update to the shared plan

5. Resolution & Close Out

• When resolved:

  • Update Status to “Resolved” or “Unsuccessfully Resolved”

  • Complete Resolution Details with summary of:

    • What changed

    • How risk was mitigated (or not)

    • Learnings for future prevention

• Tag the CSM Manager to review and approve closure