# 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](/glossary/kickoff) · [QBR](/glossary/qbr) · [Customer journey](/glossary/customer-journey)