I am facing a recurring challenge with Onboarding Success Plans and wanted to learn how other GS admins are handling this.
Current setup
- Onboarding Success Plans are created from templates
- Objective CTAs have predefined due dates
- When a customer requests a pause in onboarding, our OEs update the Success Plan status to “Paused”
Issue Even when the Success Plan is paused:
- CTA due dates continue to age
- CTAs turn overdue (red) in Cockpit
- This creates noise and reduces trust in due dates, even though the pause is intentional and customer‑approved
From what I can tell, pausing a Success Plan does not automatically pause or shift CTA due dates based on the paused duration.
What I am looking to learn
- How are you handling onboarding pauses today?
- Are you using Rules Engine to shift CTA due dates after a pause?
- Have you implemented a “pause clock” or paused‑days model at the Success Plan level?
- Any best‑practice patterns to keep Cockpit clean and realistic for CSMs/OEs?
