Collaborate with customers to build a success plan that helps everyone meet their goals, drives product usage, and reduces churn.
Customer success managers (CSMs), account managers, and post-sales teams who want a structured, repeatable way to drive customer outcomes, increase retention, and minimize churn.
This template helps customer success teams build a clear, actionable plan for ensuring customer onboarding, product adoption, satisfaction, and long-term growth. By outlining goals, milestones, and key success metrics, both the CSM team and the customer stay aligned on expectations and progress.
This section features a high-level overview of the customer success plan, outlining the purpose of the partnership, key roles, initial use cases, and success measures. The goal is to ensure a smooth and engaging onboarding experience centered on customer satisfaction.
Here, include a list of the main contacts involved in the success plan, likely including sponsors, senior leaders and executives, managers, administrators and technical stakeholders, and key end users.
This section features a breakdown of who is responsible for different tasks related to the product’s implementation and use.
Highlight a list of the customer’s existing tools that integrate—or interact—with the product.
Be sure to include a comparison of current challenges vs. the desired improvements after implementing the success plan. This section helps align both parties on the roadmap to success.
This section includes a list of prompts and questions that will allow the customer to clearly elucidate the vision for the project. These include specific goals in addition to achievable KPIs.
Here, include a timeline of important dates and events, such as launch dates, implementation deadlines, and quarterly business reviews (QBRs).
Outline the commitment from both your team and the customer. This will help both parties maintain accountability throughout the relationship.
Dock’s customer success plan template helps CSM teams streamline onboarding, track key milestones, and ensure customers reach their business goals—all in one shared workspace.
Unlike static documents or scattered email threads, Dock provides a structured, interactive workspace where both your team and your customer can align on objectives, track progress, and adjust as needed.
With Dock, you can customize the template for each client, embed links to key resources, track product adoption, and keep stakeholders engaged. Plus, Dock’s analytics let you see exactly which sections of your success plan are getting the most attention, so you can focus on what matters.
Benefits of using this template:
Related Templates
Sign up for Dock for free, create a new workspace, and select the customer success plan template. Customize it with your customer’s details, save it as a reusable template, and create a new version for each client.
Yes, Dock is free to try for up to five workspaces. Every paid Dock plan includes unlimited template and workspace usage.
Yes, you can fully customize the template to match your customer success process. You can also personalize each workspace for individual customers.
Absolutely. You can adjust the template for each client by adding their specific goals, milestones, and resources.
Yes, you can keep the template private to yourself or share it with your team. Dock lets you control template visibility and access.
A customer success plan is a structured document that outlines how a company will support its customers in achieving their goals. It typically includes key stakeholders, onboarding milestones, success metrics, and action plans to drive adoption and retention.
A solid customer success plan should include:
A customer success plan should be introduced at the beginning of a customer relationship—typically during onboarding. It ensures alignment between your team and the customer, setting expectations and tracking progress toward key objectives.
Tracking the right success metrics ensures that your customer success plan helps you achieve your goals and maximize the value of your investment. Here are the key metrics that matter most to customers:
With Dock, you can keep the template private or share it with your CS team. You can also create role-based permissions, ensuring the right people have access to update or review customer success plans.