When an account goes Red, most CSMs panic. Meetings multiply. Emails fly. Sales blames Support. Support blames Product. And you - the CSM - are expected to fix it.

But here's the problem: without a shared framework, everyone's just running around with their hair on fire, hoping something works. Spoiler alert: it doesn't.

In this episode, Mark introduces the Path to Green: a repeatable, milestone-driven methodology for taking at-risk accounts and moving them back to health in 90 days. This isn't theory - it's the exact framework Mark used to save millions in ARR. It's the reason people call him the "At-Risk Whisperer."

You'll learn why most recovery plans fail before they even start. The answer? CSMs skip the most important step: defining what "Green" actually means. Without a bullseye, every shot is off-target. Mark walks you through how to sit down with your customer, capture their version of success, align it with your internal requirements, and merge them into one clear, measurable definition that everyone agrees on.

From there, Mark breaks down the three phases of recovery:

Phase 1: Stabilization (Days 1-30) - Stop the bleeding. Rebuild basic trust. Fix the most urgent pain points. This phase isn't glamorous, but if you can't stabilize the account, nothing else matters.

Phase 2: Execution (Days 31-60) - Deliver on your commitments. Prove progress through action, not words. Track everything in a Recovery Progress Dashboard so nothing falls through the cracks.

Phase 3: Optimization (Days 61-90) - Shift the narrative from crisis to growth. Run the pre-renewal conversation. Transition the account back to normal CSM management.

Mark also shares the three core principles that make this framework work: clarity (everyone knows what Green means), alignment (all actions support a shared goal), and accountability (tasks, owners, and timelines are locked in and visible). He explains why visibility is just as important as the work itself - if no one can see progress happening, confidence doesn't build. And confidence drives renewals.

To make it real, Mark tells the story of a $2 million retail account he inherited that was about as Red as they come. The executive sponsor had stopped returning calls. The primary user was openly badmouthing them in industry forums. The internal team was paralyzed. Mark walked through exactly how he applied the Path to Green framework: defining success with the IT director, building a 90-day plan, stabilizing the relationship, delivering on commitments, and shifting the conversation from "what went wrong" to "what's next." Three months later, they renewed. Six months after that, they expanded.

This episode also covers what to do when you're ready to implement this yourself. Mark gives you the four-step process: pick an account showing early signs of risk, define Green with the customer and your internal team, build your 30/60/90 plan with specific milestones and owners, and execute while tracking progress weekly. If you want to go deeper, Mark mentions that the full methodology - including templates, the Recovery Progress Dashboard, and stakeholder mapping tools - is available in his book, The Path to Green.

Whether you're managing a healthy portfolio or currently staring down a Red account, this episode gives you the playbook to lead recovery yourself. Because at-risk accounts aren't a failure - they're an opportunity to prove your value, build trust with leadership, and turn a customer who was ready to leave into your biggest advocate.

Grab the free companion download pack with worksheets, templates, and the complete recovery planning framework at ClearPathCX.com.