In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

The next step the Customer Success Manager should take is to document the session, stakeholder interests, and metrics for leadership. This action is critical because thorough documentation captures key insights from the onboarding session, ensures all stakeholders' viewpoints and interests are recorded, and establishes a clear understanding of the new key performance indicators (KPIs) discussed. This record serves as a foundational reference that aligns the team’s efforts moving forward, enabling better communication with leadership and other stakeholders about the project’s objectives and expected outcomes.

While creating a success plan, providing technical configuration, or discussing new opportunities and products are important tasks, they logically follow after the critical step of documentation. A well-documented session allows for a more structured approach when developing a success plan that can be revisited in future meetings. This ensures nothing is overlooked and that the customer’s specific needs and goals are front and center in any proposed plans or discussions.