Download a free Customer Success Plan Template

Align with your customers on what’s next in onboarding with this free Customer Success Plan template (available as Excel and Google Sheets). Simply make a copy, add the details of your onboarding plan, and share with customers.

Preview of the customer success plan template

About this template

A starter kit for building an onboarding plan

Your main goal is to get your customers up and running successfully with your product, right?

All companies will accomplish this goal in a different way, and if you’re doing it in a high-touch manner (person-to-person conversations, guidance, etc.) there’s all sorts of terms you’ll come across for how to approach this process:

  • Implementation
  • Enablement
  • Onboarding
  • Success Planning

These are all different approaches to the same goal of getting a customer to value within your product. We’d break all of these approaches into two key components:

  1. Understanding & aligning with a customer on what they need to do.
  2. Getting them to that successful point.

So our template has two main components:

  1. The Success Plan Template which gets you on the same page as the customer, and gets mutual buy-in from them.
  2. The Implementation Template is the nuts and bolts steps that need to happen for a customer to be up and running.

Maybe you need one, maybe you need both, but nailing these two halves of the whole will make your customers happy, and keep your business moving forward.

Happy onboarding!

What's Next

How To Use Your Success Plan Template

  1. Select File and Make a copy to save this workbook into your own Google Drive - that copy will be YOUR main template. You'll make a copy to share with each customer!
  2. Feel free to rename the title according to your needs - "Onboarding Template" or "Implementation Template" or "Success Plan" etc.
  3. Fill out the information you already know, such as the Customer Name, the plan Coordinator (likely you or the onboarding CSM), and the Point Person (the main point of contact on the customer side.
  4. Double click to add a Start Date for when you plan to begin this plan
  5. Double click to add a Target Date for when you plan to have this plan completed by, you can always change this once you discuss with your customer.
  6. Add a Welcome Message and what you plan to cover during your time together.
  7. Add any Resources you wish to share - links to help centers or how-to videos
  8. Add any Goals & Outcomes that the customer is hoping to achieve using your product or service. Likely these will have been discussed in sales and live somewhere in your CRM opportunity notes. You can always confirm these during your introduction call, but highlighting what you already know will message to your customers the value of completing this plan - i.e. achieving THEIR GOALS!
  9. Add a Plan Status - you'll start with active
  10. Add the phase names and task names for the plan itself. Think of the phases as groupings of higher level categories, and the tasks as things that need to be accomplished. For example, if your phase is "Getting Started" your first task might be "Schedule our Kick-off Call."
  11. To add extra rows for additional tasks...

    1️⃣ select an entire exisiting row from your template

    2️⃣ right-click and select ""+ insert 1 row above""

    3️⃣ select an exisiting row again (with the template place-holders)

    4️⃣ right-click and select ""copy""

    5️⃣ highlight the blank row you added in step 2️⃣

    6️⃣ right-click and select ""paste"" to add a new row with all the formulas in place!

  12. Add as much detail as possible for each task. The more clear this is, the more likely a customer is to progress through your plan.

    ✅ add a description for each task

    ✅ assign the task to whoever is responsible. You can @mention folks once you ""share"" the folder. Be sure to add your own name to communicate if that's the case

    ✅ double click to add a due date. Task status will automatically update based on the date you select

    ✅ add a link if the task requires an extra action like booking time from a Calendly scheduling page, accesing a help center article, uploading a file on Dropbox, and so on

    ✅ add any extra comments or notes you might have. Again, you can @mention folks to get there attention once the workbook is ""shared"" with them"

  13. Share this plan with the Point Person once you have added all the details and are ready to start collaborating!

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