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If you're new to customer success, what's a good way to think about, contextualize, and approach a 30/60/90 plan if you've never done one before?

Also, are there any templates/resources you'd recommend as a jumping-off point?

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3 Answers
Customer Success 30 / 60 / 90 Day Plan
  1. Meenal Shukla
    Meenal Shukla

    Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y

    Here are some steps you can take to create a strong 30/60/90 plan: Understand your role and goals: Before you start creating your plan, make sure you have a clear understanding of your role and the goals you're expected to achieve. This might involve reviewing your job description, learning the complexity of the product, talking to your manager or colleagues, or doing research on the company's customer success strategy. Break down your goals: Once you know what you're expected to achieve, break ...Read More

    1,293 Views
  2. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • Tue

    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

    114 Views
  3. Meenal Shukla
    Meenal Shukla

    Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 3y

    First 30 Days: Understand the lay of the land Understand the current state of Customer Success: Meet the Customer Success Team and know the team members. Understand the existing process of engagement, interaction, onboarding deployed by the customer success team Understand the data and metrics captured by the customer success team. What are the metrics that the CS team is compensated on and how are they doing against those? Understand the GRR, NRR, and Cost to serve for every segment. Make sure ...Read More

    1,280 Views

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