AMA: APJ Customer Success Leader, John Brunkard on Customer Success 30 / 60 / 90 Day Plan

The biggest mistake after hiring the first CSM is to just ‘hire more of the same.’ However in reality, the most effective way to scale beyond the first CSM is: prove the motion → codify the model → then hire into it, with the right leadership support. 1. Prove what good looks like with the first CSM. Use the first 3–6 months to show impact on a defined set of accounts: fewer surprises at renewal, some saves, some expansions, smoother onboarding. Capture only the essentials: who we serve, what to ...Read More

I’d answer this by showing a clear, ruthless prioritization framework and also signaling that you know when leadership support is needed. --- My framework has three lenses: revenue risk, revenue potential, and repeatability. 1. Start with revenue risk (protect the base) First priority: stop the bleeding and protect renewals. - Identify: - Upcoming renewals in the next 3–6 months. - At‑risk/high‑escalation accounts. - Focus deliverables: - Simple account review process for top accounts (who, when ...Read More

As a new CS Leader in a new company here are some thoughts on how I would use 1:1s with cross‑functional leaders in the first few months - (1) listen and learn, (2) align on what “success” means, and (3) identify a few quick, joint wins. I would have a common core set of questions for everyone, then tailor a few to each function. Questions I ask everyone 1. Context & priorities    - “From your perspective, what are the top 3 priorities for the business this year?”    - “How does your team de ...Read More

Typically I would frame my 30‑60‑90 as three overlapping themes: Listen & Learn → Align & Design → Execute & Elevate. Below is a generic plan that I would tweak and adopt for a specific company. --- First 30 days – Listen & Learn (while landing quick wins) Goals: Understand the business, the customers, and how CS really works today. - Customer truth - Meet top customers: “Why did you buy? What value are you getting? What’s in your way?” - Review churned + at‑risk accounts for pat ...Read More

Assumption - new CS Leader coming in to establish the CS function and hire he first few CSMs. I’d frame my 30/60/90 around three big outcomes: clarity, core model, and proof. --- First 30 days – Get clarity and stop the bleeding Goals: Understand reality, protect key customers, and define what CS should own. - Learn the landscape  - Talk to founders, Sales, Product, Support: “Who are our most important customers, and why? Where are we winning/losing?”  - Meet a sample of top, new, and at‑risk cu ...Read More

Assumption I’d make in answering this:You’re moving from a non‑CSM role into your first CSM role (either internally or at a new company), and you’ve never formally written a 30/60/90 before. Here’s how I’d frame it as a CS leader talking to you: How to think about a 30/60/90 as a new CSM Use a simple mental model: Learn → Plan → Own. Days 1–30: Learn the game before you try to win it Focus on context, not heroics. Understand the role Clarify with your manager: “What does success look like for me ...Read More

I’d answer this in two parts: how I learn and how deep I go (for me and for CSMs). --- 1. How I set about learning the product I don’t start with the feature list; I start with the problems it solves. - Do the sales onboarding. Sit in/redo AE onboarding: ICP, value prop, common use cases, demos. This anchors why customers buy. - Shadow real customer interactions. - New logo demos and POCs (Sales) - Onboarding calls (CS / PS) - Support escalations (Support / Eng) You quickly see what lands, what ...Read More

I treat the 30‑60‑90 as a “mini transformation program” with clear outcomes, owners, and updates. The key is to make exec updates simple, evidence‑based, and tied to business outcomes, not CS activities. 1. Before Day 30 – Align on what “progress” means - Agree with the CEO/CRO on 3–5 success measures for the first 90 days (e.g., clarity of CS strategy, improved onboarding for X segment, reduced escalations on top 20 accounts, health visibility for top 100). - Share a 1‑pager: objectives, key mi ...Read More