CSM Practice - The Customer Success Podcast

Defining an Effective Success Plan Strategy for CSMs

July 14, 2023 Irit Eizips & CSM Practice Season 2 Episode 25
CSM Practice - The Customer Success Podcast
Defining an Effective Success Plan Strategy for CSMs
Show Notes Chapter Markers

In this episode, we explore the vital role of success plans for customer success managers in meeting customer needs efficiently. 

Join me with Anika Zubair, the co-founder of CSM LDN, to uncover Anika's approach to developing a customer success plan process and strategy for her team. Here are the key highlights:

  • A Success Plan, similar to a project plan, outlines essential steps and strategies for achieving customer outcomes.
  • Even in a pooled CSM model, a lighter version of the traditional Success Plan can be utilized effectively.
  • Defining key initiatives and measurable success indicators is crucial for specific use cases.
  • CSMs gain valuable feedback from customers by reviewing proposed success plans.
  • Regular reevaluation of the success plan strategic framework is necessary.
  • Leading and lagging indicators are instrumental in assessing the success plan's effectiveness.
  • Success plans empower CSMs to reach their goals and deliver valuable customer services.
  • CS team leaders must communicate goals, strategies, and deadlines strategically to evaluate the efficacy of the success plan process.

Join us as we delve into the world of customer success management and learn from Anika Zubair's expertise on developing effective success plans. Discover how these plans can optimize customer satisfaction and drive business growth.

🎥 Dive into the full video here:  https://youtu.be/4jZgcAFP9HE


Additional Resources

🎥 Video: SUCCESS PLANS, Tips, and Best Practices for CS


🎥 Video: How to create SUCCESS PLANS that don't SUCK

📑 Blog: How to Develop an Effective 90-Day Customer Success Plan

📑 Blog: Designing a Profitable Customer Success Framework

📻 The Customer Success Channel Podcast


Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here

3. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here


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CSM LDN Purpose
Customer Success Channel
Success Plans Importance
Number of Plans
Pooled model
Roadmap to success
Cancellation Request
First step plan
Identify Use Cases
Creating Success Plan
Sharing Excel
Leading vs. Lagging
Identify outcomes