---
title: "Customer Success Plan"
type: doc
evidence_type: method
category: "Growth Modeling"
publisher: "LeanScale"
date_modified: 2023-09-19
word_count: 574
topics: ["forecasting", "gtm-strategy"]
canonical_url: https://knowledge.leanscale.team/docs/growth-modeling-customer-success-plan/
source: "LeanScale Knowledge Hub — https://knowledge.leanscale.team"
license: "Free to quote and cite with attribution to LeanScale."
---

# Customer Success Plan

**Evidence type:** method (what we prescribe)

A customer success plan sizes the retention side of the growth model. It starts with customer segmentation, then sets service level agreements, health scores, onboarding and training, and feedback loops for each segment, so coverage ratios and headcount follow from the accounts being served rather than from a flat ratio.

### Customer Segmentation

The initial stride in devising a customer success plan is to segment your customers. This approach allows for a more personalized strategy that caters to the distinct needs of each group.

There are many different ways to segment customers, but some common criteria include:

* Company size
* Industry
* Product usage
* Customer lifecycle stage

By segmenting your customers, you can create tailored customer success plans that address the unique needs of each group.

### Service Level Agreements (SLAs)

Service level agreements (SLAs) are contracts that define the level of service that customers can expect from your business. SLAs can include metrics such as:

* Uptime
* Response time
* Resolution time
* Customer satisfaction

SLAs are crucial for setting clear expectations and ensuring our customers are content with the service they receive.

### Customer Health Scores

Customer health scores are a valuable tool for gauging the strength of our customer relationships. These scores are based on a range of factors, including:

* Customer satisfaction
* Product usage
* Customer churn rate

Customer health scores can be a valuable tool in identifying which customers are at risk of churning and taking proactive steps to retain them.

### Onboarding and Training

Onboarding and training are essential for ensuring that customers are successful with your product or service. A well-executed onboarding and training program can help customers:

* Get started quickly
* Use your product or service effectively
* Achieve their desired results

Onboarding and training programs should be tailored to the specific needs of our customers.

### Customer Feedback

We believe that customer feedback is crucial for refining your customer success initiatives. It can provide valuable insights to:

* Identify areas where you can improve your product or service
* Develop new features and functionality
* Improve your customer support

There are many different ways to collect customer feedback, such as:

* Surveys
* Interviews
* Focus groups
* Social media

### Customer Success Metrics

Customer success metrics are a way to measure the effectiveness of your customer success efforts. These metrics can include:

* Customer satisfaction
* Customer retention
* Customer lifetime value

Customer success metrics can be a guiding light, helping us monitor our progress and tweak our customer success plan as needed.

### Additional Tips for Creating a Customer Success Plan

* Engage your customers in the process of crafting your customer success plan. This ensures the plan is in harmony with their needs and aspirations.
* Ensure your customer success plan is adaptable, ready to pivot as the business environment evolves. The key is to keep it in sync with the ever-changing needs of your customers.
* Share your customer success plan with the entire team. It's important that everyone in the company knows the goals and objectives of the customer success plan.
* Invest in the right tools and resources to bolster your customer success efforts. This may include customer relationship management (CRM) software, customer support software, and training programs.
* Keep your finger on the pulse of your customer success metrics and be ready to pivot when needed. Your customer success plan is a dynamic, ever-evolving guide to excellence.

## Canonical

https://knowledge.leanscale.team/docs/growth-modeling-customer-success-plan/