Success Plan
A success plan is a written document — typically 1–3 pages — outlining a customer's goals with your product, the metrics that define success, the joint workplan to get there, and the cadence for reviewing progress.
Components
- Customer's business objective — why they bought
- Success criteria — 2–4 measurable outcomes
- Joint workplan — milestones with owners and dates
- Risks and dependencies — what could go wrong
- Cadence — when you review (weekly during onboarding, monthly thereafter)
- Stakeholders — exec sponsor, project owner, end users
When to write one
- During implementation kickoff
- At first renewal (re-anchor)
- After major usage expansion (new use case)
Why success plans matter
Without one, "value" is subjective. With one, every QBR has a clear scoreboard. Customers with a documented success plan churn at 30–50% lower rates than customers without one.
How BlueHill helps
Success plan templates live in BlueHill and reference the customer's tasks, milestones, and time-tracking data — so the plan is grounded in real activity, not just a Google Doc that nobody opens.
Related: Kickoff · QBR · Customer journey