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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?

John Brunkard

Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 1mo

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 writte...

322 Views

What do you think about your first 30/60/90 day goals when coming in as the Head of Customer Success in a startup that didn't have customer success managers before?

Rebecca Warren

Eightfold Director, Customer Success • 3y

I don't have a good answer here specifically because I haven't come in as a Head of CS - I grew into my role here at EF, going from an IC to a leader.

64 Views

How do you set about learning the products at your new company, and how deeply do you aim to understand them?

John Brunkard

Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 1mo

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 productI don’t start with the feature list; I start w...

324 Views

What's the most effective way to scale a customer success team beyond the first customer success manager?

Chris Adams

LinkedIn Head of Customer Success, Search & Staffing Market, North America • 7mo

Pause, diagnose, and hire for the problem—not the title. If the pain truly requires more CSM capacity, scale with a segmented coverage model, clear outcomes, and builder‑...

624 Views

What's your framework to prioritizing needs/deliverables when you're the first customer success manager at a company establishing the function?

Jeff Beaumont

Customer Success Consultant • 2y

Before I start, know this is a difficult question to answer.Here is how I approach it:Review the job description and make sure I understand itReview it with my manager to...

1,763 Views

How do you report progress to executives at each milestone and adjust the plan based on results?

Conor Holmes

Confluent Senior Director of CS & Account Management • 4mo

I report progress through a structured governance framework that focuses on two things: Lagging Indicators (actual $ impact) and Leading Indicators (the activities drivin...

157 Views

What's your best customer success 30-60-90 day plan to make a big impact at a new company?

John Brunkard

Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 1mo

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 twe...

360 Views

What questions should you ask during your one-on-ones with your cross-functional teams during your first month at the company?

John Brunkard

Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 1mo

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...

376 Views

What are some examples of "quick wins" you should aim for in the first 90 days?

Meenal Shukla

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

(Please also see the framework proposed for 30-60-90 day plan). As a customer success leader, it's important to establish quick wins in your first 90 days to demonstrate ...

991 Views

What is your 30-60-90 day plan when you go into an org with the intention of setting up a customer success function for the first time?

Kiran Panigrahi

Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 1y

When setting up Customer Success from scratch or the base, the focus is on foundations, processes, team culture, and hiring the right people, all while staying agile and ...

1,036 Views

You're the new customer success manager for a B2B SaaS company that has 40 people and is starting to scale. What should you aim to do in your first month and your first quarter?

Meenal Shukla

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

I am assuming that given the size of the company, this question may be for the first hire in CS. First Month: Understand the company's product and services thoroughly. F...

1,451 Views

What questions should you ask during your one-on-ones with the sales team during your first month at the company?

Rebecca Warren

Eightfold Director, Customer Success • 3y

I love this question! My top 4 thoughts: Every sales team is different. Find out how they work – in Eightfold, we have Account Executives (they are front end pre-sales ...

4,494 Views

What methodologies do you use to understand the needs of customers?

Meenal Shukla

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

Surveys: Surveys are a popular way to gather feedback and needs from our customers. You can use surveys to ask specific questions about your products or services, custo...

1,503 Views

Customer Success Career Path · Customer Success 30 / 60 / 90 Day Plan