customer-success-plan

name	customer-success-plan
description	Build a customer success plan around desired outcomes, adoption signals, risks, stakeholder alignment, and next-best actions.

Customer Success Plan

Use when a customer or user group needs structured guidance toward measurable value from the product.

Procedure

1. Define the customer's desired outcome in their terms, not just product usage metrics.
2. Identify current state, stakeholders, adoption level, blockers, and dependencies.
3. Map product capabilities to the customer's goals and separate must-have adoption from optional expansion.
4. Define success indicators, milestones, and leading risk signals.
5. Prioritize the next few actions with owners and dates where appropriate.
6. Capture product gaps, support issues, and training needs for the correct internal owners.
7. Revisit the plan based on achieved outcomes rather than activity volume.

Quality gate

A success plan must connect actions to customer outcomes. Avoid treating logins, meetings, or feature usage as success without evidence that they advance the customer's goal.