Customer Success Plan Template

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Customer Success Plan Template 
New Customer Kick-off Call:  
 
Collect key customer data such as customer name, email & 
contact information, and information on plans signed up for 
Prepare for the Call 
by the customer. Identify pertinent information that needs to 
be communicated to the customer. 
Communicate key objectives with the customer. Detail the 
onboarding process. Clearly communicate expected goals. 
Call the Customer 
Discuss timelines and milestones. Generate a kick-off call 
document, summarizing the call.  
Incorporate any customer recommendations that have been 
Incorporate Feedback Ideas from Kick-Off Call 
agreed to in the kick-off call.  
 
Onboarding - For Free Trials:  
 
Automate as much of the process as possible. Collect basic 
Self-Service Sign-Ups 
information. 
Immediately follow up with a welcome email after sign-up. 
Welcome Email 
Provide information to enable trial user to start using the 
solution, and provide links to tutorials and help forums.  
Enable customers to experiment with the solution, 
through automated help & suggestions, without involving 
human interaction until necessary. Ensure that each 
Automate the Process as Much as Possible   
decision in the free-trial process is metrics driven. Use 
these metrics to determine what aspects of the 
product/usage experience led to a higher conversion rate.  
When your free trial user reaches a key milestone in usage, 
Identify the Customer’s Time to First Value 
hand-off to sales to convert the free-trial user into a paying 
customer.  
Solicit feedback from trial users that signed up & those that 
Solicit Feedback 
did not. 
 
 
 
 
 

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