Customer Success Plan

Company Name

The job of the customer success team is to increase customer retention and decrease the company's churn rate. This framework will help your organization outline a clear plan of what and how you will deliver value throughout the customer lifecycle.

Created by: John Smith  I   February 2021

Company Goals

Give an overview of what you hope to accomplish with the Customer Success Plan. This gives your success, sales and marketing teams a big-picture perspective. 

Highlight key goals your success team has. By detailing your objectives, you'll be able to align these with your customers' expectations to define tasks, deliverables and outcomes. Are you hoping to reduce churn? Increase expansion? Or maybe your main goal is to make lifelong customers and advocates. 

Define Customer Expectations

Identify at least 3 buyer/user personas to define your main use cases for onboarding and activation flows. Your success plan will focus on these personas' main goals and expectations so you can align these with your organization's goals to provide guidance and resources to help them reach the "aha" moment as quickly as possible. Customer expectations should be collected from both internal and external sources. Add the sales and marketing teams to collaborate on the success plan, and gather information from customers, stakeholders and partners.

PERSONA NAME

PERSONA NAME

PERSONA NAME

Choose Your Engagement Model

Before you create your onboarding and adoption processes, you'll need to choose an engagement model that best suits your product/service for both processes. Consider these questions - What’s your company's annual sales price? Will your revenue support high-touch CSM, or will you need an engagement model with a lower cost? You might choose a combination of onboarding and adoption processes - high-touch onboarding and low-touch adoption. 

Goals & Metrics

Onboarding Process

Use this section to outline your messaging and engagement flows. Create unique engagement sequences for each of your main use cases. If you want to create an ongoing engagement process after the onboarding sequence, duplicate the section via the floating menu to the right of the section and repurpose this layout.