Daily workflow

This page describes how a CSM productively opens their day in LealUp. Goal: under 15 minutes to identify priorities and start executing.

Step 1 — "My day" (3 minutes)

When you log in, the first thing you see is My day.

A personalized dashboard with:

• Tasks due today — what you have to do today, with customer context.
• At-risk accounts — your customers with health score below threshold.
• Upcoming meetings — meetings within the next 24h with AI briefing from Alfred.
• Recent alerts — something changed in your portfolio that needs attention (sharp drop, new ticket, etc.).
• Activity summary — what happened yesterday with your portfolio.

What to look at:

1. Alerts — anything urgent?
2. At-risk accounts — new reds or old ones?
3. Tasks — anything blocking me or easy win?
4. Meetings — any that needs prep?

Step 2 — triage alerts (5 minutes)

Alerts come from playbooks, integrations, or analytics. Typical:

• "Acme health dropped 15 pts in 7 days" → review score audit, identify cause, act.
• "Globex opened 3 critical tickets this week" → prioritize reaching out.
• "Initech renewal in 30 days, in yellow" → escalate.
• "AI detected potential issue in Maria's email" → review conversation.

For each alert, decide:

• Act now (max 5 min) — quick response, create task, escalate.
• Schedule for today — create task with due date today.
• Defer — if it's not urgent, mute the alert with reason.

Step 3 — tasks (5 minutes)

Tasks → Today

Prioritize:

1. Critical customer playbook tasks — red or renewal close.
2. Responses to meeting requests or questions — less than 5 min each.
3. QBR / check-in prep for upcoming meetings.
4. Internal reviews (if you have any).

For each task: click Customer 360 to see context. Complete from the page or go back to Tasks and mark done.

Step 4 — prep upcoming meetings (if applicable)

If you have meetings today/tomorrow with external customers, review the AI briefing:

• Current health and trend.
• Last 3 emails + tone.
• Open tickets.
• Discussion topics suggested by Alfred.

If you want more context: ask Alfred directly, e.g., "What has been talked about with Acme this month?".

Keyboard shortcuts

There are three. On Windows and Linux, use Ctrl instead of ⌘.

The command palette (⌘K)

It is the fastest way to move around LealUp without leaving the keyboard. It opens with ⌘K from any screen, or by clicking the search box in the top bar. It does three things:

• Search customers and contacts. Type once and it searches both, across your whole organization. It is the shortest path to a record when you know the name but not where it lives.
• Navigate. The main screens without going through the menu: Customers, My Tasks, Renewals, Calendar and Settings, among others.
• Act. Create a customer, import customers, or open Alfred.

That last one is worth remembering: opening Alfred is a palette command, so if ⌘K is the only shortcut you recall, you still get there.

"Close" the day

At end of day (optional but recommended):

1. Tasks → Today — everything green or scheduled for tomorrow?
2. My day → Summary — write a brief internal note (optional, for you).
3. Reset Alerts — anything not acted upon that stays as parking lot? Flag or mute with reason.

Tomorrow you start clean.

Weekly routines

Something to do once a week (not daily):

• Mondays: review full portfolio, not just reds. Detect emerging trends.
• Wednesdays: 15-min 1:1 with director or review OKRs.
• Fridays: close pending tasks, escalate unresolved issues, prep weekend bulletin (if applicable).

If you work with many customers (>50)

Tactics:

• Territories / segments — don't look at everything, focus on the segment of the week.
• Batching — similar tasks together (e.g., 5 QBRs in a row instead of scattered).
• Delegate to playbooks — if something is repetitive, configure a playbook. You're not a macro.

Notifications

Configure in Settings → Notifications:

• Real-time in-app — for critical (new red, task due today).
• Email digest — daily (morning summary).
• Slack / WhatsApp — optional, for urgent.

If you feel overwhelmed by notifications, turn down the volume. Less noise = more focus on the real alerts.