Template preview · B2B services
Customer success plan
Keep a customer’s outcomes, risks, and mutual commitments visible.
A success plan for a fictional strategic account.
Sample purpose
Keep a customer’s outcomes, risks, and mutual commitments visible.
Audience: Customer success manager, Account manager- Structure
- 4 sections
- Criteria
- 12
- Sources
- 8
- Watches
- 3
- Default approach
- Review first
Set the purpose first. Then change every section, criterion, and agent setting before anything runs.
Fictional sample
Structure and criteria
Sample content shows the shape of a useful document. Copying it is optional.
01 Review firstCustomer outcomes
For this customer success plan, records customer-stated goals and measures.
Criteria
- Each outcome states baseline, target and date, such as handoffs from 4 to 2 by Jan 15.
- The customer can measure it from their own data without vendor interpretation.
- Each has a customer-side owner accountable for the result.
Sources
- AHRQ patient experience ahrq.govContext for what intake measures matter.
- Pine Health intake metrics (fictional) api.pine-health-admin.exampleCurrent handoff counts.
Sample content
Customer outcome Measure Owner Reduce intake handoffs Cut first-response transfers from 4 to 2 Cal Morgan Improve agent confidence 80% weekly active use among 12 coordinators Pine Health Admin lead 02 Review firstAdoption and health
For this customer success plan, tracks product use alongside outcome evidence.
Criteria
- Leading indicator, such as weekly active coordinators, trended monthly with an escalation threshold.
- Reported beside at least one customer outcome measure each month.
- Covers breadth (which roles) and depth (frequency, features), not logins alone.
Sources
- Pine Health usage export (fictional) api.pine-health-admin.exampleWeekly active users by role and feature.
- Gainsight customer health scores gainsight.comHow to build and read a health score.
Watches
- Follows Customer outcomes
Sample content
- Coordinator weekly use
- 9 of 12
- First-response transfers
- 4 per case baseline
- Renewal review
- Jan 15, 2027
03 ManualRisks and commitments
For this customer success plan, assigns mutual actions and renewal risks.
Criteria
- Each risk has a trigger tied to adoption data and an owner who acts, such as active use below 7 for two weeks.
- Commitments name a customer action and a vendor action, each with owner and date.
- At least one risk ties to the renewal date with a decision point about 90 days before.
Sources
- Pine Health account history (fictional) api.pine-health-admin.examplePast risks, staffing changes and objections.
- O*NET medical secretaries and administrative assistants onetonline.orgTasks and tools of intake roles, to check what the account depends on.
Watches
- Follows Adoption and health
Sample content
- ☐ Cal observes two intake cases with team lead
- ☐ Customer exports handoff count monthly
- ☐ Escalate if weekly active use falls below 7
04 Review firstSuccess review
For this customer success plan, revisits priorities with customer stakeholders.
Criteria
- Review dates and attendees are fixed in advance, operational monthly and executive quarterly.
- Each review closes with decisions, each with an owner and due date.
- One review per quarter includes the budget owner, not only operational users.
Sources
- Gainsight QBR guide gainsight.comReview cadence and structure.
- Pine Health fiscal calendar (fictional) api.pine-health-admin.exampleBudget cycle dates to time reviews.
Watches
- Follows Risks and commitments
Sample content
- 2026-10-12 · Adoption reviewCompare coordinator use and training questions.
- 2026-11-09 · Outcome reviewCheck handoff count with customer lead.
- 2027-01-15 · Renewal reviewAgree next-quarter success plan.