At what stage does the Customer Success Plan become relevant?

The Customer Success Plan becomes relevant during the onboarding stage. This is a critical period where customers begin to assimilate the product or service after signing a contract. The onboarding phase is focused on ensuring that customers understand how to utilize the product effectively to achieve their desired outcomes.

During this stage, the Customer Success Manager works closely with the customer to outline their goals, expectations, and success metrics. This collaborative effort sets the foundation for a tailored success plan that addresses the customer's unique needs, paving the way for smooth implementation and engagement with the product.

The onboarding experience helps build the relationship between the customer and the service provider, ensuring that customers feel supported and confident as they start using the product. Establishing a robust Customer Success Plan at this point is essential for facilitating successful adoption and setting the stage for long-term satisfaction.