Hey Rachel,Nice to e-meet you! Here's a 30-60-90 day Onboarding plan for CSMs that we follow. 1. First 30-day plan- Understanding existing processes!>> Ensure that they understand the business and its revenue model during this period. Meeting all the stakeholders can be a starting point here.
>> Once your CSMs understand the processes, it's time for them to plan the way forward. Learning about the product roadmap, creating a customer strategy, deciding upon critical KPIs, etc. can be the areas of focus for now.
3. 60-90 day plan- Execution!
>> It's time to put learnings into action. Some key points include choosing a CS tool (if there's none), approving budgets, planning and refining the processes, etc.
Most importantly, following a template can work wonders. We have a "90-day CS plan template" for our new CSMs which provides a roadmap for them to follow. Breaking down tasks with an approximate timeline will be truly helpful!We follow this template, in case you're interested- The 30-60-90 Day Customer Success Plan template
Happy to help if you'd need any further assistance!
Cheers,
Hi Rachel,Here is an article on the subject that you may find interesting: https://www.clientsuccess.com/blog/5-step-action-plan-to-set-csms-up-for-success-in-their-first-90-days/Hope you find something useful Good luck!