After 10 years running GTM operations for clients, I can say this: clients remember HOW we work with them, not just WHAT we work on.

I was reminded again about this when I did an offboarding call with a (happy!) client whose feedback on our team in addition to our strategy and technical skills, was all about how we worked (ie, documentation, holding meetings, being collaborative.)

At CS2, we obsess over our process because it’s the only way to deliver results without chaos.

And we don't have "dedicated" project managers (ie that being their only job) or a big team to over-architect everything. But here’s how we keep projects (and sanity) on track:

- ClickUp is our lifeline. Every project, every hour, every step-tracked and templated. We never skip a task (even the unglamorous ones like documentation or prepping for meetings). If it’s not in ClickUp, it doesn’t exist.

- ClickUp + Slack = chef’s kiss. All task updates flow into Slack channels, so nothing falls through the cracks.

- Slack is our HQ for client work. Every client gets a shared channel. No email ping-pong, no “where did that update go?” moments. If a client prefers Teams, we’ll join them there. We meet clients where they work.

- We send out weekly updates on Slack/Teams to the client. This includes wins / accomplished from week prior, things we are waiting on, and active tasks/projects for the next two weeks. No guessing/wondering from the client. (Check out the LinkedIn post shared below).

- Fathom AI records our calls and turns them into action items. I can search for “contract” or “negative sentiment” and get flagged to review. Leadership gets real insight, not just recaps.

- We just implemented a process leveraging n8n, Coefficient, SFDC and Slack to post regular updates on client hour usage to the team in Slack without a human doing it manually. BIG win (shoutout to Charlie).

But tools are only half the story.

We’re big on sharing ideas and helping each other out.

- Anyone on the team has a question? They drop it in our “questions for the team” Slack channel and someone will help.

- We hold biweekly “caffeine and brains” sessions = live show-and-tell, best practices, and project retros.

The best work in the world means nothing if it’s stuck in a black hole or lost in someone’s inbox.

A great experience comes from clear process, tight communication, and a team that’s always learning (and iterating).

We are always rethinking how we can make this process easier on our team and more effective for our clients. It's a constant iteration that is so worth the squeeze.