What are Client Success Plans?
Client Success Plans (CSPs) are strategic, collaborative tools used to align service providers and their clients on shared goals, priorities, and expectations. These plans help clarify the outcomes to be achieved, who is responsible for what actions, and the timeline in which the goals are to be met. With a CSP, you create a clear roadmap that helps ensure both parties are on the same page, reducing miscommunication and increasing transparency.
CSPs serve as living documents, which means they are editable and adaptable as circumstances change. By using them effectively, you can not only achieve your goals but also celebrate the value you’re delivering by showing that these goals were accomplished within the agreed-upon time frame. Moreover, when you share these plans with clients, they act as a point of reference to keep everyone focused on the priorities at hand and avoid misunderstandings about the scope of work.
A key feature of the CSP is the ability to hold all parties accountable. Regular emailed summaries reinforce the alignment between you and the client, ensuring that you’ve heard them accurately and giving them the opportunity to clarify any points if necessary. Additionally, these summaries help hold clients accountable for the tasks they need to complete to stay on track with the agreed-upon timeline.
For businesses with ongoing client relationships, CSPs provide an opportunity to revisit and refine the plan during periodic reviews, ensuring continuous alignment and satisfaction.
Key Elements of CSPs
1. Co-Creation
A CSP is most effective when co-created with the client. This collaborative approach ensures that both you and the client have a shared understanding of priorities and how to achieve them. It strengthens the relationship by ensuring that neither party feels the engagement is one-sided. Co-creation builds trust, fosters engagement, and helps ensure that both parties are satisfied with the results.
2. Written Deliverable
Having a written document gives both parties a clear reference point for the engagement. This is crucial because human memory is fallible. Studies show that after 30 days, we retain only 20-30% of what was originally discussed, and after 60-90 days, that figure drops to 10-20%. For those realizing the mental fatigue often associated with wearing many hats or juggling numerous items (ahem, entrepreneurs and employees of high growth companies), this retention rate might be even lower. A written CSP ensures that important details aren’t forgotten and provides a concrete reference for everyone involved.
3. Dynamic and Adaptable
In the fast-paced world of business, things can change quickly. As projects evolve or new priorities arise, the CSP should be flexible enough to accommodate these changes. The document shouldn’t be static; it should be updated as needed to reflect the current state of the project. However, it’s important to communicate any updates or changes to the client to maintain clarity and avoid confusion.
4. Actionable and Measurable KPIs
Clearly defined, actionable Key Performance Indicators (KPIs) give structure to the CSP. These KPIs outline what success looks like for the engagement and establish measurable outcomes within a specific time frame. Once KPIs are met, it’s an opportunity to celebrate the success with your client and remind them of the value you’re delivering. Each action item in the plan should also specify who is responsible and the deadlines for each task. This ensures accountability and highlights how delays in one area could affect the entire project.
5. Emailed Agendas and Summaries
Prior to each meeting, the team should email a short agenda to ensure that the time with your client is focused and the meeting stays on track. Following every meeting or call with a client, it’s essential to send a summary via email. This summary should include a brief recap of the discussion, a list of actionable takeaways, and a link to the updated CSP. These summaries help keep everyone on the same page, provide clear next steps, and reduce the chance of miscommunication.
6. Periodic Review and Update
Just as you set quarterly or annual goals for your own business, your client is likely doing the same. Establish a regular cadence for reviewing and updating the CSP to ensure it remains aligned with the client’s evolving needs and goals. This periodic review should focus exclusively on the CSP, so that no other discussions (such as scope changes) distract from the task at hand. Scheduling dedicated time for reviewing the plan ensures that it stays relevant and that both parties remain aligned.
Benefits of CSPs
1. Alignment
One of the most important benefits of a Client Success Plan is ensuring that both you and the client are aligned on goals and priorities. Clear alignment provides focus, reducing distractions that come from misunderstandings or misalignment. When there’s clarity on what needs to be achieved, both parties can focus their efforts on delivering the expected results. Without alignment, mental energy is often spent on managing confusion, which can prevent you from providing the true value the client is expecting.
2. Agreements
CSPs operate based on clearly defined agreements. By outlining what will be done and when it will be done, the plan fosters accountability and builds trust. Consistently meeting these agreements strengthens the relationship with your client because it shows reliability and commitment. When both parties operate according to these agreements, it creates a foundation of mutual respect and confidence.
3. Transparency
Transparency is crucial in any client relationship, and a written CSP removes ambiguity. Having everything in writing ensures that both parties can refer to the same information, minimizing the possibility of a “he said, she said” scenario. Full transparency about the agreed actions and timelines helps prevent miscommunication and keeps the project moving smoothly, even as it evolves.
4. Discovery
The process of creating a CSP gives you and your team the chance to ask targeted, meaningful questions that uncover what is truly important to the client. By identifying these critical factors, you can provide more tailored solutions and demonstrate that you understand their needs. This discovery process builds value by showing that you’re not just delivering services, but are also truly invested in helping the client achieve their goals. Listening carefully and responding to these priorities can foster a long-term, sustainable relationship.
5. Clearly Communicated Outcomes and Priorities
By eliminating the risk of miscommunication and misunderstandings, a CSP significantly increases the chances of successfully achieving the desired outcomes. When everyone is clear on what the priorities are and what the expected results should look like, there’s a greater likelihood of success. Well-communicated goals keep the entire team aligned and focused on what matters most to the client.
How to Create a Client Success Plan
1. Kickoff Call
The foundation of any Client Success Plan begins with a strong kickoff call. This is your opportunity to engage in active discovery, listening closely and asking purposeful, insightful questions that will guide the rest of the process. Some key questions to ask include:
- What does a successful engagement look like to you?
- What are your top 3-5 priorities, in order of importance?
- What specific outcomes would you like to realize from our partnership?
During this call, you should also establish a timeline around these priorities and create clear agreements regarding accountability. For example, in some cases, onboarding might occur in stages: one task (like setting up payroll) is completed before moving on to the next (such as handling payables). Being clear on the progression of tasks helps keep the engagement structured and goal-oriented.
2. Create a List of Actionable Outcomes and Timelines
Once you’ve gathered the necessary information, the next step is to create a list of actionable outcomes and define a realistic timeline for their completion. The CSP should be centered around measurable KPIs, with the number of KPIs ideally limited to five or fewer. Keeping the list focused ensures that both you and your client can concentrate on the most important objectives without becoming overwhelmed.
Each KPI should clearly state who is accountable for what, and a timeframe for completion should be set. This list will act as the basis for your action plan and task assignments. These KPIs and tasks should be regularly revisited and discussed in future meetings, with the specifics outlined in both the pre-meeting agenda and after-call summaries to maintain consistency and transparency.
3. Identify Teachable Moments for Client Relationship Building
Clients don’t always know how to work most effectively with you, and it’s your responsibility to guide them. Use teachable moments to show clients how your process works. One efficient way to do this is by sharing short instructional videos (for example, using Loom) to walk them through tasks or explain key steps. This proactive communication helps build rapport and improves the working relationship.
4. Create a Shareable Document
It’s essential to have a central, shareable document for the CSP that can be easily accessed and edited in real-time. This could be a Google document or a Word document uploaded to a shared platform like Box, Dropbox, or any other tool that supports collaborative editing. Ensuring that both you and the client can access and update the document as needed fosters ongoing collaboration.
5. Create the Action Plan and Assign Tasks
Next, break down the KPIs into actionable tasks and assign responsibilities. Using project management software such as Asana, Monday.com, or ClickUp can help keep track of these tasks. These tools allow for task assignments, deadlines, and progress tracking, which keeps the project organized and ensures accountability. If possible, share the task list with the client directly within the software, so they are aware of their responsibilities and any upcoming deadlines.
6. Finalize the CSP
As you finalize the CSP, notify the client to review it and provide their approval or any last-minute feedback. This ensures that everyone is fully aligned before moving forward. While this will be a living document that you’ll revisit regularly, getting the client’s initial sign-off ensures that all expectations are clear from the outset.
7. Hold Periodic Reviews and Updates
During the kickoff call, agree with the client on a review cadence that suits both parties. This could be quarterly or aligned with specific project milestones. These review sessions should be focused solely on the CSP, discussing the client’s goals and any necessary updates to KPIs or outcomes. It’s important to keep the scope of the meeting narrow to avoid clouding the conversation with unrelated issues. Leaving other discussion points for a separate call will help both you and the client remain focused and productive during these reviews.
Creating an effective Client Success Plan involves active discovery, well-defined outcomes, and ongoing collaboration. By following these steps, you can create a CSP that fosters accountability, keeps the project on track, and ensures both you and your client are aligned at every stage of the engagement.
You can find CSP templates, email summary templates, and video training on how to implement these elements—including how to set up Monday.com to share tasks with clients and how to use tools like Loom to educate clients—in our full-access portal.
Financial Focus and Key Metrics
When creating a Client Success Plan (CSP), it’s important to keep the financial impact in mind, as the ultimate goal is not only to achieve client satisfaction but also to drive profitability and sustainability for your business. A well-executed CSP can contribute significantly to key financial metrics, which include reducing churn, increasing revenue, improving margins, and maximizing the return on investment (ROI) for onboarding. Here’s how:
1. Reduced Churn
A clear, actionable CSP helps align exp-ectations and ensures that the client sees the value of the services provided. By maintaining transparency and regular communication, you can proactively address any potential issues before they escalate, which in turn reduces the likelihood of clients leaving. Reducing churn not only improves client retention but also reduces the costs associated with acquiring new clients to replace lost ones, which is typically much higher than retaining an existing customer.
2. Increased Revenue
A strong CSP can also lead to increased revenue through strategic expansions or price increases when necessary. By consistently meeting or exceeding client expectations, you build trust and demonstrate value, which opens up opportunities to offer additional services or upsell existing ones. Moreover, when the client sees clear, documented outcomes and improvements, they are often more receptive to discussions about potential expansions or adjustments to pricing.
3. Higher Margins
By ensuring that all team members and clients stay aligned with the CSP, you can improve efficiency and accountability, which in turn leads to higher margins. A well-structured plan ensures that tasks are completed on time, without delays or misunderstandings, reducing the risk of costly overruns or inefficiencies. Keeping everyone on track helps you deliver services more effectively, lowering operational costs and improving profitability.
4. Higher ROI on Onboarding
The onboarding phase often requires more time and effort, as this is when your team is learning about the client’s needs, processes, and preferences. However, having a systematic onboarding process integrated into the CSP can help reduce the amount of time spent during this phase. By streamlining onboarding, you reduce the upfront costs associated with this less profitable period and transition more quickly into the ongoing service period, which typically offers higher margins. With a clear CSP in place, your team can quickly understand the client, align on priorities, and begin delivering value faster.
In summary, focusing on these financial metrics within the CSP ensures not only client success but also business success. A well-managed CSP can help you retain clients longer, increase revenue opportunities, improve margins, and optimize your onboarding process for better financial outcomes. You can find trainings on how to systemize the onboarding process and other elements of your services in our full access training portal.
Beyond the Numbers
Delivering value—specifically as defined by the client at each stage of their journey—is at the heart of creating an exceptional client experience. A well-crafted Client Success Plan (CSP) enables clients to communicate what is most important to them, and it provides you with the opportunity to develop tailored deliverables that help them achieve their goals. This not only enhances their experience but also ensures that the outcomes they’ve established for themselves and their business are realized.
At the start of any client engagement, it’s crucial to identify what success looks like for the client. Different clients will prioritize different services or deliverables depending on their unique objectives. By actively listening and co-creating a plan that reflects their top priorities, you can provide more personalized and meaningful value.
Discussing scope changes or service expansions becomes much easier when the client is satisfied and consistently reminded of the value you’ve delivered. Clients often forget the smaller successes, especially when the work isn’t directly visible to them on a daily or weekly basis. This is where written communication and shared KPIs come into play. By regularly sharing progress through these tools, you can highlight the wins without appearing boastful. This subtle yet effective way of showcasing achievements makes clients more receptive when the time comes to discuss price increases or service expansions.
CSPs are more than just documentation; they are powerful tools for fostering transparency, accountability, and alignment. They keep both you and the client focused on what truly matters: achieving the desired outcomes within an agreed-upon timeframe. By creating a shared vision, clarifying responsibilities, and maintaining open communication, CSPs strengthen client relationships and drive successful, long-term partnerships.
In an ever-changing business environment, a dynamic, well-structured CSP can be the difference between a good client relationship and a great one. It provides a clear roadmap for success, ensuring that you and your client celebrate each win together, every step of the way.