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

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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]

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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]"

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2. Success Metrics

Define how both parties will measure success. Agreed in the kickoff call and tracked in QBRs.