Customer support / Free editable template

Customer success plan staircase template

A customer success plan ties your work to the outcome the customer bought for. This example sets one outcome, cutting invoice processing time from nine days to four, and climbs to it in five dated steps. Each step has an owner and the proof that it is done, and the stakeholders, the metrics with baseline, target and current values, and the risks sit around the staircase.

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Customer success plan staircase example showing one measurable business outcome, five dated steps with owners and proof, stakeholders, a metric table and risks
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Agree the outcome

    Ask the sponsor what success looks like in their numbers, then write one outcome with a baseline, a target and a date.

  2. Build the steps

    Work backwards from the outcome to the milestones that get you there, and give each one an owner and a piece of proof.

  3. Review it together

    Share the plan with the customer, update the metrics each month and walk the staircase at every QBR.

Questions about this template

Can the customer see and update this plan?

Yes. Share the board with the customer so both sides can update dates, proof and the metric table as each step on the staircase is reached.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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