| Field | Value |
|---|
| Type | Skill Resource |
| Source | ~/.copilot/skills/exec/assets/success_plan_template.md |
| Description | Not specified |
Source Content
Customer Success Plan
Customer: [Customer Name]
CSM: [CSM Name]
Account Executive: [AE Name]
Plan Created: [Date]
Last Updated: [Date]
Review Cadence: [Monthly / Quarterly]
1. Customer Overview
| Field | Details |
|---|
| Industry | [Industry] |
| Company Size | [Employees] |
| Segment | [Enterprise / Mid-Market / SMB] |
| ARR | $[Amount] |
| Contract Start | [Date] |
| Renewal Date | [Date] |
| Plan Tier | [Tier name] |
| Licensed Seats | [Number] |
Key Stakeholders
| Name | Title | Role | Engagement Level |
|---|
| [Name] | [Title] | Executive Sponsor | [High / Medium / Low] |
| [Name] | [Title] | Day-to-Day Champion | [High / Medium / Low] |
| [Name] | [Title] | Technical Lead | [High / Medium / Low] |
| [Name] | [Title] | End User Lead | [High / Medium / Low] |
2. Business Objectives
Primary Business Objectives
| # | Objective | Success Metric | Target | Timeline |
|---|
| 1 | [e.g., Reduce manual reporting time] | [Hours saved per week] | [Target number] | [Date] |
| 2 | [e.g., Improve team collaboration] | [Project completion rate] | [Target %] | [Date] |
| 3 | [e.g., Increase revenue visibility] | [Forecast accuracy] | [Target %] | [Date] |
Why These Objectives Matter
- Objective 1: [Business context — why this matters to the customer’s overall strategy]
- Objective 2: [Business context]
- Objective 3: [Business context]
3. Success Milestones
Phase 1: Foundation (Days 1-30)
| Milestone | Target Date | Status | Owner | Notes |
|---|
| Technical setup complete | [Date] | [ ] | [Name] | |
| Admin training delivered | [Date] | [ ] | CSM | |
| Core team onboarded | [Date] | [ ] | CSM | |
| First value milestone achieved | [Date] | [ ] | [Name] | |
| Data migration validated | [Date] | [ ] | SE | |
Phase 2: Adoption (Days 31-90)
| Milestone | Target Date | Status | Owner | Notes |
|---|
| 80% user adoption | [Date] | [ ] | CSM | |
| Key workflows live | [Date] | [ ] | [Name] | |
| Integrations configured | [Date] | [ ] | SE | |
| First ROI measurement | [Date] | [ ] | CSM | |
| 30-day review complete | [Date] | [ ] | CSM | |
Phase 3: Value Realisation (Days 91-180)
| Milestone | Target Date | Status | Owner | Notes |
|---|
| Objective 1 progress measurable | [Date] | [ ] | [Name] | |
| Advanced features adopted | [Date] | [ ] | CSM | |
| QBR completed | [Date] | [ ] | CSM | |
| Executive alignment confirmed | [Date] | [ ] | CSM | |
Phase 4: Optimisation and Growth (Days 181-365)
| Milestone | Target Date | Status | Owner | Notes |
|---|
| All objectives on track | [Date] | [ ] | CSM | |
| ROI documented for renewal | [Date] | [ ] | CSM | |
| Expansion opportunities identified | [Date] | [ ] | CSM + AE | |
| Renewal conversation initiated | [Date] | [ ] | CSM + AE | |
4. Health Score Tracking
| Date | Overall Score | Usage | Engagement | Support | Relationship | Classification |
|---|
| [Date] | [Score] | [Score] | [Score] | [Score] | [Score] | [Green/Yellow/Red] |
| [Date] | [Score] | [Score] | [Score] | [Score] | [Score] | [Green/Yellow/Red] |
5. Risk Register
| Risk | Probability | Impact | Mitigation | Owner | Status |
|---|
| [e.g., Executive sponsor departure] | [High/Med/Low] | [High/Med/Low] | [Multi-thread relationships] | CSM | [Active/Resolved] |
| [e.g., Low adoption in team X] | [High/Med/Low] | [High/Med/Low] | [Targeted training session] | CSM | [Active/Resolved] |
| [e.g., Budget review next quarter] | [High/Med/Low] | [High/Med/Low] | [Document ROI before review] | CSM | [Active/Resolved] |
6. Communication Plan
| Activity | Frequency | Participants | Purpose |
|---|
| Status check-in | [Weekly / Bi-weekly] | CSM + Champion | Tactical progress review |
| Strategic review | [Monthly] | CSM + Stakeholders | Objective alignment |
| QBR | [Quarterly] | CSM + Executive Sponsor | Executive business review |
| Technical review | [As needed] | SE + Technical Lead | Architecture and integration |
| Renewal planning | [90 days before] | CSM + AE + Sponsor | Contract discussion |
7. Product Adoption Plan
Current State
| Module/Feature | Status | Usage Level | Target Usage | Gap |
|---|
| [Module 1] | Adopted | [%] | [%] | [Actions needed] |
| [Module 2] | Adopted | [%] | [%] | [Actions needed] |
| [Module 3] | Not Adopted | 0% | [%] | [Enablement plan] |
Enablement Activities
| Activity | Target Date | Audience | Expected Outcome |
|---|
| [Training session] | [Date] | [Team/Group] | [Metric improvement] |
| [Workshop] | [Date] | [Team/Group] | [New workflow adoption] |
| [Office hours] | [Ongoing] | [All users] | [Question resolution] |
8. Expansion Roadmap
| Opportunity | Type | Estimated Value | Timeline | Prerequisites |
|---|
| [e.g., Additional seats] | Expansion | $[Amount] | [Quarter] | [Usage > 90%] |
| [e.g., Tier upgrade] | Upsell | $[Amount] | [Quarter] | [Feature requests] |
| [e.g., New module] | Cross-sell | $[Amount] | [Quarter] | [Use case validated] |
9. Notes and Updates
[Date] - [Author]
[Update notes, key decisions, changes to plan]
[Date] - [Author]
[Update notes, key decisions, changes to plan]
Next Review Date: [Date]
Plan Owner: [CSM Name]