Customer Success Plan — Brightline Retail (B2B SaaS Account)

Customer: Brightline Retail Group CSM / owner: Devon Carter, Senior Customer Success Manager Plan period: FY26 Lifecycle stage: Adoption Last reviewed: 12 March 2026 Next review: 12 June 2026

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1. Customer goals and success criteria

Desired outcome: Brightline bought our inventory analytics platform to stop losing sales to stockouts across their 40 stores while cutting the cash tied up in overstock. Their VP of Operations described success as "knowing what to reorder, where, before we run out — without drowning in spreadsheets."

Success criterion	Metric	Baseline	Target	By when
Reduce stockouts	% of SKUs out of stock	9%	4%	Q3 FY26
Cut overstock	Excess inventory value	1.8M USD	1.1M USD	Q4 FY26
Faster reordering	Hours per weekly reorder cycle	12 hrs	3 hrs	Q2 FY26

2. Stakeholders

Name	Role / title	Type	Relationship strength	Owned by
Maria Lopez	VP Operations	Executive sponsor	Strong	Devon Carter
Sam Okafor	Inventory Lead	Champion	Strong	Devon Carter
Priya Nair	Regional Manager, North	Day-to-day owner	Developing	Devon Carter
Store managers (x40)	Front-line	Users	Mixed	(rollout team)

3. Onboarding plan

Onboarding step	Outcome it unlocks	Owner	Target date	Status
Kickoff and goal alignment	Shared success criteria above	Devon Carter	15 Jan 2026	Done
Connect POS and inventory data	Live data flowing into platform	Brightline IT + our SE	31 Jan 2026	Done
Train central inventory team	Sam's team running reorders in-product	Devon Carter	14 Feb 2026	Done
First automated reorder run	First measurable win	Sam Okafor	21 Feb 2026	Done

4. Milestones and timeline

Milestone	Lifecycle stage	Target date	Status
First value: automated reorder live	Onboarding	21 Feb 2026	Done
30 of 40 stores active weekly	Adoption	30 Apr 2026	In progress
Stockout rate at or below 4%	Value realisation	30 Sep 2026	On track
Renewal secured	Renewal	31 Dec 2026	Not started

5. Health metrics

Signal	Current reading	Trend	Notes
Product adoption	24 of 40 stores active weekly	Up	North region leading; South lagging
Outcome progress	Stockouts down 9% to 6%	Up	Reorder time already at goal
Sponsorship	Strong VP sponsor + engaged champion	Flat	Resilient relationship
Sentiment (CSAT)	8.4 / 10	Up	Store managers want a mobile view

Overall health: Green Trigger: On track — begin scoping expansion (forecasting module) at the next QBR.

6. Cadence and touchpoints

Touchpoint	Purpose	Frequency	Owner
Working sync with Sam	Adoption, blockers, store rollout	Biweekly	Devon Carter
Regional adoption review	Lift lagging South region	Monthly	Devon + Priya Nair
QBR with VP Operations	Review outcomes, plan next quarter	Quarterly (next: 12 Jun)	Devon Carter
Renewal conversation	Confirm ROI, secure renewal	From 1 Oct 2026	Devon Carter

7. Risks and expansion

Risks

Risk	Severity	Mitigation	Owner
South region adoption stalled at 40%	Medium	Run a targeted enablement push and find a regional champion	Devon Carter
Plan depends heavily on Sam as champion	Low	Build the regional managers into day-to-day owners	Devon Carter

Expansion opportunities

Opportunity	Trigger / readiness signal	Est. value	Likelihood
Demand-forecasting module	Stockout goal met, sponsor asking "what's next"	60,000 USD	High
Roll out to 20 new stores (acquisition)	Brightline acquiring a regional chain in Q4	90,000 USD	Medium
Mobile store-manager app	Repeated CSAT request from front-line users	30,000 USD	Medium