Employee Handbook

Customer success plan template

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The main job of customer success teams is to increase customer retention and decrease the company’s churn rate. The customer success plan template will help your organization outline a clear plan of what and how you will deliver value throughout the customer lifecycle. Loop in your CS, marketing and sales teams to create an effective, ongoing engagement strategy.

  • Focus your customer success efforts on illuminating how your product exceeds your customers’ expectations and how you can help them see and realize that value.
  • Facilitate product adoption, prevent your customers from churning and create customer and product advocates.
  • Align expectations and goals across your company to map out your expansion strategy.

Xtensio is your team space for beautiful living documents.
Create, manage and share business collateral, easily.

Join the 66,806 changemakers.

Used 541 times     Share  

Customer Success Plan

Xtensio is your team space for beautiful living documents.
Create, manage and share business collateral, easily.

Join the 66,806 changemakers.

The main job of customer success teams is to increase customer retention and decrease the company’s churn rate. The customer success plan template will help your organization outline a clear plan of what and how you will deliver value throughout the customer lifecycle. Loop in your CS, marketing and sales teams to create an effective, ongoing engagement strategy.

  • Focus your customer success efforts on illuminating how your product exceeds your customers’ expectations and how you can help them see and realize that value.
  • Facilitate product adoption, prevent your customers from churning and create customer and product advocates.
  • Align expectations and goals across your company to map out your expansion strategy.

How to create a customer success plan with Xtensio

1

Click and start editing, no account or credit card required.

Follow along with the instructional customer success plan details. Add charts, graphs, images, and videos to customize the success plan template and make it your own. Drag & drop. Resize. It’s the easiest editor ever.

2

Customize everything in the customer success plan template to match your brand.

Define your style guide. Add your (or your client’s) brand fonts and colors. You can even pull colors directly from a website to easily brand your customer success plan and more.

3

Work on your customer success plan together on the cloud.

Add colleagues (or clients) to collaborate on the free customer success plan template. Changes automatically save and sync across all devices, in real-time.

4

Share a link. Present a slideshow. Embed. Download a PDF/PNG.

The customer success plan template seamlessly adapts to your workflow. No more jumping from tool-to-tool to design different types of deliverables.

5

Reuse and repurpose.

Save your own custom customer success plan templates. Or copy and merge into other documents.

What is a customer success playbook?

The customer success plan outlines the “what” and “how” your customer success team will deliver value throughout the customer lifecycle. Your playbook should be centered around your target customers’ expectations. If effective, the customer success plan should mitigate potential problems with onboarding, adoption and operations, outline ways to reduce churn and provide the entire team with the big picture goals and achievements. This playbook then acts as a crucial tool for aligning resources and objectives for customer success managers.

How do you create a customer success plan?

The goal of customer success is to increase adoption and expansion while reducing churn. The customer success plan should help you identify processes, tasks and deliverables to ensure customer success.

1

Highlight key goals your customer success team has. Are you hoping to reduce churn? Increase expansion? Or maybe your main goal is to make lifelong customers and advocates.

2

Identify 3 buyer/user personas to define your main use cases for onboarding and activation flows.

3

Choose an engagement model that best suits your product/service for both processes. Consider these questions – What’s your company’s annual sales price? Will your revenue support high-touch CSM, or will you need an engagement model with a lower cost?

4

Define goals and metrics. Make sure to use SMART goals and regularly check your progress with strong KPIs.

5

Outline messaging and engagement flows. Create unique engagement sequences for each of your main use cases.

The customer success plan is part of these toolboxes:

Check out related templates, examples and resources.

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Xtensio's Current Users

Xtensio allows us to create attractive deliverables to share with clients and get feedback quickly. And we can create repeatable templates again and again.

Anna Yunker

Anna Yunker

Content Strategist, Aztek Digital Agency

Xtensio is graphical, visually impactful, intuitive, and fully customizable – with no need for a learning curve.

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Charles Dimov

VP Marketing, Strategy D

In the past, we’ve used Asana to work together, and PowerPoint to present to other stakeholders. Xtensio replaces the need for both brilliantly.

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David Nason

CEO/Founder, HireBrain

Xtensio makes my life much easier! As a consultant, it helps me simplify complex concepts to my clients. And it’s visually impressive.

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Grace Ghunaim

Founder & Chief Strategist, Evolvex

Xtensio is a huge timesaver for me! Now, I can focus on the important things; what to communicate in them, not how to make them attractive.

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Jenny Johansson

UX Manager, Visma

Simple to use, lots of templates, online and easily editable. A great marketing tool to brainstorm ideas and develop strategies.

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Robin Eyre

Owner, Trailblazer360

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Chief Experience Officer, Zenmonics

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Zac Heisey

Director of Digital Marketing, Tribe Interactive

Frequently asked questions

What is Xtensio?

Xtensio is the quickest and easiest way for teams to create, share and manage all of their business documents together. Create pitches, sales sheets, reports, case studies, agendas and more. Add images, videos, tables, buttons and other interactive modules. Drag and drop, resize, change backgrounds, colors. Share a link. Present a digital slideshow. Export a PDF/PNG.

What's a folio?

A folio is a live webpage, a full-screen digital slideshow presentation and an exportable PDF/PNG document all-in-one. Folios are responsive, collaborative and completely customizable.

Start from an instructional templateeditable example or a blank folio to build all your business documents and presentations with the ease of a web builder. Add team members and guests to work together in real-time on the cloud. Changes instantly sync to the live version of the folio so both internal and external stakeholders are always up-to-date. Folios are the next generation of flexible documents and presentations.

How is Xtensio different from PPT, Illustrator or Word

Unlike other presentation or document creators, Xtensio works like a web builder so you can easily drag and drop interactive content, customize the layout, and change colors, fonts, backgrounds to get professional-looking business content out the door quickly, without needing a designer.

You can collaborate with team members and guests to work together in real-time on the cloud. And the flexibility to share folios as live web links, digital slideshow presentations or exportable PDF/PNGs means you don’t have to jump between tools when creating different deliverables. Check out this page to see how Xtensio outpaces the competition.

Is my data private and secure?

Yes. All Xtensio plans include 128 bit SSL encryption and backups to ensure your data is secure. You can make shared folio links private on premium plans. Here’s more on the range of sharing options on Xtensio, from completely private to public.

Can I create free customer success plan?

Yes. You can try out Xtensio’s simple editor and any template, including the customer success plan template without creating an account. To save your work, collaborate with your team and access other premium features and resources, you can upgrade to premium. Plans start at $8 per month.

What would I get by upgrading to a premium plan?

By upgrading to our premium plans, you’ll have a private, branded workspace with your own URL where you, your team members and guests can create and collaborate on multiple presentations and documents.

You’ll be able to lock branding across your deliverables with the team style guide, streamline the creation process with custom templates, unlock exports, add password protection and customize individual shared links, and view folio stats to stay updated on all of your projects. Here’s more about our premium plans.

What would I use the customer success plan template for?

The customer success plan helps your organization outline a clear plan of what and how you will deliver value throughout the customer lifecycle. Loop in your CS, marketing and sales teams to create an effective, ongoing engagement strategy.

What should be included in the customer success plan?

You should include your company goals (reduce churn, increase expansion, etc.), strategic data about your ideal customers, the engagement model you plan to use at different customer lifecycle stages, and an outline of your CS process including messages, tasks and milestones.

What is a living document?

The living customer success plan template allows you to instantly sync with your team, different departments and management. You can add collaborators to work in real-time. And you can share the customizable link to keep colleagues up-to-date on your progress.

Can I add colleagues to edit the customer success plan template?

Yes! You can invite as many people as you’d like to collaborate on your customer success plan. As a platform, Xtensio helps improve the way your team works.

How do I share my customer success plan?

Choose your file format. Present it as a full-screen digital slideshow, share it as a responsive web link or export it as a PDF (customize the PDF size) or PNG.

Do you have other tools for customer success teams?

We do! There are a number of different templates, examples and resources to guide you through optimizing the customer lifecycle. Check out our Customer Success toolbox and our Strategy toolbox to find more tools and resources.

Xtensio is your team space for beautiful living documentsCreate, manage and share business collateral, easily.

Try any template for free. No account or credit card required.