How to set up and manage customer success reviews in Letsdive

Customer success reviews: nobody really loves them, but everyone knows they matter. If you’re in customer success, account management, or just the person who’s supposed to “own the relationship,” you need a way to run structured, useful conversations with your customers. The trick is to keep things focused, honest, and not drown everyone in yet another pointless meeting.

This guide is for folks who need to set up and manage customer success reviews in Letsdive—and actually want them to be worth everyone’s time. Whether you’re just starting out or you’ve been cobbling together docs, slides, and random emails, I’ll show you how to get reviews running in Letsdive, what’s worth doing, and what you can skip.

Step 1: Decide Why You’re Doing Reviews—And What “Success” Means

Let’s not kid ourselves: most customer success reviews fail because nobody knows what they’re for. Before you even open up Letsdive, get clear on:

  • What do you want from these reviews?
    • Is it retention? Expansion? Just making sure the customer’s not about to churn?
  • What does the customer want?
    • Are they looking for strategic advice, or do they just want to make sure stuff works?

Write these goals down somewhere—seriously, even a sticky note. If you skip this, you’ll end up with meetings nobody wants to attend.

Pro tip: If your company already has a “QBR deck” or customer health scorecard, steal what works and ditch the fluff.

Step 2: Set Up Your Customer Accounts and Teams in Letsdive

Letsdive isn’t magic—it needs your data to be useful. Here’s the lowdown:

  1. Add your customers as “Accounts” or “Organizations.”
  2. Use the import feature if you have a list (CSV usually works).
  3. Make sure each account has the basics: company name, key contacts, renewal dates if you have them.
  4. Create internal teams or groups.
  5. Assign your CSMs, account managers, and anyone else who should be involved.
  6. Don’t go overboard—too many cooks spoil the review.

What to skip: Don’t waste time uploading every historical note or email. Start with the accounts that actually need reviews this quarter.

Step 3: Build a Repeatable Review Template

Templates are your friend. Letsdive lets you create recurring meeting templates—use them! Here’s what usually works:

  • Agenda basics:

    • Wins since last review (for both sides)
    • Open issues or blockers
    • Usage trends (if you have data)
    • Roadmap updates (keep it short)
    • Next steps and owners

  • Custom fields: Add fields for NPS, health score, or whatever you actually track.

  • Attachments/Links: Drop in links to dashboards, support tickets, or docs.

Pro tip: Don’t stuff your template with everything under the sun. Start simple, then tweak as you go.

Step 4: Schedule Reviews and Automate Reminders

If it’s not on the calendar, it doesn’t happen. Letsdive can help you:

  1. Set up recurring meetings: Quarterly is standard, but if you’re new, start with just your top accounts.
  2. Sync with your calendar: Make sure invites go out to both your team and the customer.
  3. Automate reminders: Letsdive can ping you and your team before each review.

What works: Automated prep reminders for your team actually get used. Automated emails to customers? Less so—personal touch wins here.

Step 5: Prep Before the Meeting (Don’t Skimp)

Nobody likes walking into a review cold. Use Letsdive’s built-in spaces to:

  • Share the agenda ahead of time. If you want input from your customer, ask for it.
  • Assign pre-work: If someone on your team needs to pull usage stats or ticket summaries, assign them in the template.
  • Flag risks: Review account notes and flag anything sensitive.

What to ignore: Don’t try to summarize every help desk ticket. Focus on trends and big issues, not every little complaint.

Step 6: Run the Review—Keep It Honest

During the review itself:

  • Stick to the agenda. Don’t let it turn into a therapy session (unless that’s what the customer wants).
  • Show, don’t tell. Use screen sharing or attach reports—don’t just talk in circles.
  • Take live notes in Letsdive. Assign action items as you go.
  • Be real about issues. If something’s broken, own it. Customers respect honesty over spin.

What works: Short, focused reviews with clear action items. Don’t try to impress with slides—clarity beats polish.

Step 7: Track Action Items and Follow Up

This is where most teams drop the ball. After the meeting:

  • Assign owners and deadlines in Letsdive. Make it obvious who’s doing what.
  • Close the loop: Send a quick summary to the customer (copy-paste from your Letsdive notes is fine).
  • Check progress before the next review. If nothing’s moved, don’t pretend otherwise.

Pro tip: Don’t let follow-ups pile up. If an action item lingers for more than a cycle, ask if it’s still worth doing.

Step 8: Measure What Matters—But Don’t Overdo It

Letsdive offers reporting and dashboards. Use them to track:

  • Which accounts are getting regular reviews
  • Open vs. closed action items
  • Trends in NPS or health scores (if you actually use these)

But here’s the thing: most customers don’t care how many reviews you ran. What matters is whether their goals are being met and problems are being solved.

What to skip: Don’t waste time building fancy dashboards nobody reads. Measure what you’ll act on—nothing more.

Step 9: Iterate—Don’t Let Process Kill the Relationship

The best customer success reviews evolve. Every few months, ask your team and customers:

  • What’s actually useful in these reviews?
  • What feels like a waste of time?
  • Is there a faster, better way to do this?

Use Letsdive’s flexibility to tweak templates, cut agenda items, or even reduce frequency if it’s not needed.

Pro tip: If a customer hates reviews, ask what they’d rather do. Sometimes, a well-timed call beats a quarterly circus.

Final Thoughts: Keep It Simple, Keep It Honest

Setting up customer success reviews in Letsdive isn’t rocket science. The real work is in being consistent, keeping things human, and not letting process take over. Start small, get the basics working, and don’t be afraid to cut what’s not helping.

Your customers don’t want more meetings—they want results. Use Letsdive to make your reviews less about box-ticking and more about real conversations. And if you mess up? Fix it, learn, and move on. That’s what success actually looks like.