Bumping this to the top!

We’d also like to implement this. If anyone has any examples / advice on this and would be willing to chat with us, we would greatly appreciate it!

We’re heavily utilizing success plans with our CSMs in NXT. Here’s the quick overview of how we use them:

1. General info - main POC, “plan summary” which is the one-liner about the plan objectives
2. Onboarding brief - non-editable data synced from Salesforce including why did they buy, primary user demographics, onboarding POC (basically whatever info you’re using when you transition from sales to success)
3. Overview - four fields:
   1. Stakeholders (title, role in engagement)
   2. Customer culture (maturity in space)
   3. Risks to Success
   4. Research methodologies (this is specific to our product)
4. Objectives - we then use the Objectives area for anything actionable (examples: get 3 users trained on product, hit 75% logins, etc). We also use this area to tag other internal teams if we need assistance.
    

We have a KPI dashboard that all our CSMs have access to, as well as a manager level dashboard. Here are some report snapshots on how we report on Success Plans:

Hope this helps!

We implemented Success Plans requirements on all accounts that have dedicated or pooled CS resources assigned to them.  We use it mostly to highlight only the customer outcomes that we want to drive for the year for that account. The creation of Success Plans (or Activation) requirement follows a Customer Success Review being completed where the goals are solidified with the customer.

We opted for standardized objectives to drive up to 5 focused outcomes, which all have playbooks for best practices and resources. 

Details section:

Description: CSM shares insights and details about the outcomes selected.

Company Hierarchy: Some of our customers get quite complex… We leave notes on some of those complexities as it pertains to driving the objectives.

Reporting is Very similar to what @hpritchard noted above.  Great to show the status of Success Plans by status (draft vs active), Active Success Plans vs Non-Active Success Plans & when active Success Plans were last modified. 

Great question!

@hpritchard - do the objectives populated by your CSMs vary by Customer, or are they working from a set of templated objectives?

@davebrown2242 Great example, thanks for sharing! Does your team use 1 ‘ongoing’ success plan that gets updated with new objectives throughout the customer lifecycle. Or do CSMs close the success plan and create a new one after every Business Review with the customer?

We’ve launched a new solution in Sightline Vault for Success Plan “Onboarding Success Plan for New Customers” by the Gainsight community (Mavenlink) to build an effective Onboarding Success Plan for the new customers to capture their key success criteria, and assist them to achieve their targets successfully. 

You can access the solution from Administration > Sightline Vault > Onboarding Success Plan for New Customers and see if this will be helpful. 

Following are the key benefits of this solution:

• You can use the Key Performance Indicator (KPI) Survey to capture critical success criteria for your client.
• It provides a structure for you and your team to take a long-term strategic look at how you want to guide and grow your customers.
• It helps in aligning teams on the customer’s priorities and ensures a smooth transition from one stage to another.
• You can track accomplishment and report back to customers on what was delivered and when, and ensure the team is able to keep track of what’s complete vs. outstanding.