Customer Success Manager: 90-day plan
Congrats! 
You have landed a new role and will be responsible for Customer Success at your company. The following document can serve as inspiration to help shape your initial 3-4 months.
You have landed a new role and will be responsible for Customer Success at your company. The following document can serve as inspiration to help shape your initial 3-4 months.
Month 0 - Onboarding
Understand the status quo and take over daily operations
Join as many calls with customers as possible
Take over existing "Customer Success" processes
Take over relationships with customers
Build actionable reports
Share your observations of the current state of Customer Success with the (leadership) team
Month 1
Implement quick wins and get a deeper understanding of our customer base
Schedule your own calls with customers
Start to map out the Customer Journey and the data points related to it
Build new playbooks for key stages (e.g. Onboarding, At Risk, High Touch, Renewal)
Implement one or two quick wins (e.g. documentation or clarification of an internal process)
Month 2
Start to build the Customer Success 2.0 foundation and align goals with other key stakeholders
Clarify roles & responsibilities within the GTM team
Align on key focus areas with the wider Customer Team
Draft an expansion strategy together with Sales
Revisit segmentation and create a prioritization framework
Build missing playbooks
Month 3
Plan and budget for the year ahead
Evaluate the CS tool stack
Craft a capacity plan
Set NRR/GRR goals and other key metrics
Set OKRs for the upcoming year and break them down per quarter