customer-success-plan
This skill generates a structured joint customer success plan document that aligns a company and customer on business outcomes, key metrics, and mutual commitments across a 90-180 day timeline. Use it when building success plans, onboarding plans, mutual action plans, or preparing for customer kickoff calls and quarterly business reviews. Output includes partnership objectives, success metrics with baselines and targets, ownership assignments, and a phased milestone roadmap ready to co-author with the customer.
git clone --depth 1 https://github.com/mohitagw15856/pm-claude-skills /tmp/customer-success-plan && cp -r /tmp/customer-success-plan/plugins/pm-cs/skills/customer-success-plan ~/.claude/skills/customer-success-planSKILL.md
# Customer Success Plan Skill This skill produces a joint customer success plan — a living document shared between the CSM and the customer that aligns on outcomes, milestones, and mutual commitments. Output is ready to co-author with the customer in a kickoff call or QBR. ## Required Inputs Ask the user for these if not provided: - **Account name** and industry - **Product / plan purchased** - **Key stakeholders** — customer champion and economic buyer - **Customer's stated business goals** — why did they buy? What problem are they solving? - **Contract term and renewal date** - **Current onboarding stage** (new customer / expanding / post-QBR / pre-renewal) - **Seats / licenses / usage purchased** - **Any known risks** — adoption gaps, champion uncertainty, competing priorities ## Output Structure --- # Customer Success Plan: [Account Name] **Product:** [Product name / plan tier] **Contract term:** [Start date → Renewal date] **CSM:** [Name] **Customer champion:** [Name, Title] **Customer executive sponsor:** [Name, Title — if known] **Last updated:** [Date] **Status:** [Active / Under review / Completed] --- ## 1. Partnership Objectives > *What does success look like for [Account Name] at contract end?* [Write 2–3 sentences describing the customer's core objective in plain English — what they are trying to achieve in their business, not what features they are using.] **Primary business goal:** [e.g. Reduce time-to-hire by 30% across engineering teams] **Secondary goal:** [e.g. Consolidate three legacy tools into one platform, saving £X/year] **Success statement (customer's words):** "[Direct quote from champion about what success looks like — ask for this in kickoff]" --- ## 2. Success Metrics Define how both parties will measure success. Agreed in the kickoff call and tracked in QBRs. | Metric | Baseline (today) | Target | By when | Data source | |---|---|---|---|---| | [e.g. Seat utilisation] | [X%] | [≥ 80%] | [Month 3] | [Product analytics] | | [e.g. Time to hire] | [X days] | [< Y days] | [Month 6] | [Customer's ATS] | | [e.g. Reports produced/month] | [X] | [≥ Y] | [Month 3] | [Product analytics] | | [e.g. NPS] | [X] | [≥ 8] | [Month 6] | [Quarterly survey] | **Leading indicators** (early signs the plan is on track): - [e.g. 5+ users log in within the first 2 weeks] - [e.g. First workflow automated within 30 days] - [e.g. Champion presents the tool to their team by end of Month 1] --- ## 3. Milestone Roadmap Break the success journey into phases with clear milestones and owners: ### Phase 1: Onboard (Month 1) | Milestone | Owner | Due date | Status | |---|---|---|---| | Admin setup complete (SSO, permissions, data integration) | [IT contact] | [Date] | [ ] | | All purchased seats activated and users invited | [Champion] | [Date] | [ ] | | Core workflow [X] configured and tested | [CSM + Champion] | [Date] | [ ] | | First training session delivered (all teams) | [CSM] | [Date] | [ ] | | Kickoff call completed and success plan co-signed | [CSM + Champion] | [Date] | [ ] | ### Phase 2: Adopt (Months 2–3) | Milestone | Owner | Due date | Status | |---|---|---|---| | [Core feature] in active daily use by ≥ X users | [Champion] | [Date] | [ ] | | First business outcome achieved and documented | [Champion + CSM] | [Date] | [ ] | | 30-day check-in completed | [CSM] | [Date] | [ ] | | [Power user workflow] enabled for advanced users | [CSM] | [Date] | [ ] | ### Phase 3: Value (Months 4–6) | Milestone | Owner | Due date | Status | |---|---|---|---| | QBR 1 delivered — ROI evidence presented | [CSM + AE] | [Date] | [ ] | | Success metric [X] hit target | [Champion] | [Date] | [ ] | | Expansion use case identified and introduced | [AE] | [Date] | [ ] | | Reference call or case study agreed | [Champion] | [Date] | [ ] | ### Phase 4: Renew & Expand (Months 7–12) | Milestone | Owner | Due date | Status | |---|---|---|---| | QBR 2 delivered — renewal conversation started | [CSM + AE] | [Date] | [ ] | | Renewal proposal sent | [AE] | [Date] | [ ] | | Expansion or flat renewal signed | [AE] | [Date] | [ ] | --- ## 4. Mutual Commitments Success plans work when both parties commit. Document what each side will do: **[Vendor] commits to:** - Dedicated CSM available [X days/week / by email within 24 hours] - Monthly [call / check-in / async update] with champion - QBR every [90 days] with executive summary and ROI report - Priority support for [Account] — response SLA of [X hours] for P1 issues - Roadmap preview for relevant upcoming features - [Any other specific commitment made in sales cycle] **[Account Name] commits to:** - Champion available for [30-min monthly] check-in - Users complete onboarding training by [date] - Feedback on product experience shared monthly (async or sync) - Executive sponsor participates in QBR 1 and renewal discussion - Provide outcome data to CSM quarterly for ROI tracking --- ## 5. Stakeholder Engagement Plan | Stakeholder | Role | Engagement frequency | Format | Owner | |---|---|---|---|---| | [Champion] | Day-to-day owner | Weekly (async) + Monthly (call) | Slack / Email + Zoom | CSM | | [Economic buyer] | Budget holder | Quarterly | QBR (in-person or video) | CSM + AE | | [IT contact] | Integration owner | As needed | Email | CSM | | [End users] | Active users | Training only | Group session | CSM | --- ## 6. Risk & Mitigation | Risk | Likelihood | Impact | Mitigation plan | |---|---|---|---| | Low adoption in first 30 days | [M] | [H] | CSM hosts live onboarding; champion sends internal comms day 1 | | Champion changes role | [L] | [H] | Multi-thread: introduce CSM to 2 additional stakeholders by Month 2 | | Budget pressure at renewal | [M] | [H] | Build ROI case monthly; document value continuously | | Competing priorities delay rollout | [H] | [M] | Agree minimum viable adoption path with champion; don't require perfection to declare value | --- ## 7. Communication Plan | Communication | Audience | Frequency | Format |
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