Customer Success Plan

Customer: [Customer / company name] CSM / owner: [Your name / role] Plan period: [e.g., FY26] Lifecycle stage: [Onboarding / Adoption / Value realisation / Renewal / Expansion] Last reviewed: [Date] Next review: [Date]

---

1. Customer goals and success criteria

[Write down, in the customer's own words, the outcome they bought your product to achieve. Then translate it into measurable success criteria — each with a metric, a baseline, a target, and a date.]

Desired outcome: [The business result the customer is after, in their language.]

Success criterion	Metric	Baseline	Target	By when
[Criterion 1]	[Metric]	[Starting point]	[Goal]	[Date]
[Criterion 2]	[Metric]	[Starting point]	[Goal]	[Date]
[Criterion 3]	[Metric]	[Starting point]	[Goal]	[Date]

2. Stakeholders

[Map the people who matter post-sale. A resilient account has an engaged champion, an executive sponsor, and day-to-day users — not a single point of contact.]

Name	Role / title	Type	Relationship strength	Owned by
[Name]	[Title]	[Executive sponsor / Champion / Day-to-day owner / User]	[Strong / Developing / None]	[Team member]
[Name]	[Title]	[Type]	[Strength]	[Team member]
[Name]	[Title]	[Type]	[Strength]	[Team member]

3. Onboarding plan

[The path to first value in the first 30 to 90 days. List the steps that get the customer to their first real win, who owns each, and the target date.]

Onboarding step	Outcome it unlocks	Owner	Target date	Status
[Kickoff and goal alignment]	[Shared definition of success]	[Owner]	[Date]	[Not started / In progress / Done]
[Configuration / data setup]	[Product ready to use]	[Owner]	[Date]	[Status]
[Team training]	[Users able to work in-product]	[Owner]	[Date]	[Status]
[First value milestone]	[First measurable win]	[Owner]	[Date]	[Status]

4. Milestones and timeline

[The key checkpoints across the lifecycle, from onboarding to renewal and beyond. This is the at-a-glance roadmap for the account.]

Milestone	Lifecycle stage	Target date	Status
[First value achieved]	[Onboarding]	[Date]	[Status]
[Wider adoption reached]	[Adoption]	[Date]	[Status]
[Outcome / ROI demonstrated]	[Value realisation]	[Date]	[Status]
[Renewal secured]	[Renewal]	[Date]	[Status]

5. Health metrics

[How you will judge whether this relationship is thriving. Roll a few signals into an overall health colour and note what each colour should trigger.]

Signal	Current reading	Trend	Notes
Product adoption	[e.g., % active users]	[Up / Flat / Down]	[Note]
Outcome progress	[Against success criteria]	[Trend]	[Note]
Sponsorship	[Strong / Fragile]	[Trend]	[Note]
Sentiment (NPS / CSAT)	[Score]	[Trend]	[Note]

Overall health: [Green / Yellow / Red] Trigger: [What this colour means we should do next.]

6. Cadence and touchpoints

[The deliberate rhythm of contact for this account. Match intensity to the account's value and risk.]

Touchpoint	Purpose	Frequency	Owner
[Onboarding check-in]	[Keep first-value on track]	[Weekly during onboarding]	[Owner]
[Working sync with champion]	[Adoption, blockers, requests]	[Biweekly / Monthly]	[Owner]
[QBR with sponsor]	[Review outcomes, plan next quarter]	[Quarterly]	[Owner]
[Renewal conversation]	[Confirm value, secure renewal]	[Begin 90 days before renewal]	[Owner]

7. Risks and expansion

[What could lose this account, and where the upside lives once value is proven.]

Risks

Risk	Severity	Mitigation	Owner
[e.g., champion may leave]	[High / Medium / Low]	[Broaden relationships]	[Owner]
[e.g., low adoption in one team]	[Severity]	[Mitigation]	[Owner]

Expansion opportunities

Opportunity	Trigger / readiness signal	Est. value	Likelihood
[More seats]	[Usage approaching limit]	[Value]	[High / Medium / Low]
[Adjacent product]	[Outcome proven]	[Value]	[Likelihood]
[Rollout to new team / region]	[Reference-quality result]	[Value]	[Likelihood]