This article is shared here from Ron’s LinkedIn post
What Should a CSM Plan Look Like?
As a Customer Success Manager (CSM), having a clear, structured plan is the backbone of building successful customer relationships and driving long-term retention. Here’s what a solid CSM plan should include:
1. Clear Customer Objectives
Start by understanding the customer’s goals. What does success look like for them? This helps in crafting personalized strategies that align with their KPIs. Remember – The customer doesn’t care about your internal KPI’s… what is most important to them is what you must focus on as your measurement of success.
2. Proactive Engagement Strategy
Regular check-ins and touchpoints are key! Don’t wait for issues to arise – anticipate needs, provide value, and maintain open communication. Be the customer. Think how they’d think. What would be your expectations of the product and your CSM?
3. Data-Driven Insights
Use data to track product usage, customer satisfaction, and any red flags (e.g., declining engagement). This helps you stay ahead and optimize your support approach.
4. Tailored Success Plans
Every customer is unique! You know what success means for your customer. Now, to get them there, create customized success plans that map out key milestones and ensure they’re on track to achieve their objectives.
5. Collaboration with Other Teams
Work closely with Sales, Support, and Product teams to ensure a seamless customer experience. You’re a CSM – the focal point of the business and voice of customer. Feedback is everything. Collaboration = success.
6. Business Reviews
Schedule regular reviews to assess performance, realign on goals, and highlight value. These touchpoints reinforce the partnership, build trust, and inspire growth.
7. Risk Mitigation & Expansion Plans
Monitor churn risks and look for upsell/cross-sell opportunities. A good CSM plan focuses on both retention and growth.
Remember, a well-structured CSM plan is more than a checklist – it’s about building lasting relationships and delivering tangible value at every step!
