Customer Success Plans

5/19/2020

Lauren Struthers

Background

Why Customer Success Plans Matter

Customer Success Managers have a lot on their plates these days, and when we get caught up in the day-to-day of our jobs it's easy to confuse short-term wins with success. Unblocking a customer or diffusing an escalation feels great in the moment, but is that enough to renew your customers at the end of their contract?

We have business reviews so there are no surprises when it's time to renew, but what happens between those business reviews and how do you stay on track with the objectives you set out to achieve with your customers?

That's where mutual success plans come into play. Throughout my career in Customer Success, I've seen every iteration of mutual success plans, from spreadsheets to slides to pdfs—but all of these formats feel a bit stale. Even software designed for Customer Success has its drawbacks if you want to share your success plan externally. That's why I've built this collaborative doc which can be used to capture value with your customers in real-time.