Account Success Plans (ASPs) are a key part of internal account strategy and goal-setting within the account team.
CSMs create account-level Success Plans in Vitally on a quarterly basis outlining their proactive plan for each customer. The quarterly update considers a retro of the past quarter and establishes goals and milestones that the account team would like to achieve in the quarter ahead. TAs should collaborate with their AE on these success plans so the account team is aligned on the goals and action plan.
Throughout the quarter, the CSM should action their success plan and review progress with their AE and CSM leadership throughout. A subset of success plans are reviewed during internal QBRs with the broader Revenue organization.
CSMs are expected to update ASPs at least monthly in preparation for Monthly Business Reviews (MBRs) with CSM leadership and to ensure team alignment.
Joint Success Plans (JSPs) are a key part of the account strategy and goal-setting between the account team and the customer.
CSMs create Joint Success Plans in partnership with their customers to ensure the account team focus is on the customer’s top company priorities, mutual goals are defined, and there is alignment on desired outcomes. The JSP allows the CSM and customer to co-create a roadmap for achieving success. It plays a crucial role in fostering long-term, value-driven relationships with customers.
The CSM should introduce the Joint Success Plan to customers during kick-off, QBRs, or any customer meeting that focuses on alignment. The JSP should be updated quarterly and reflect the customer’s quarterly goals, and should be in a Google Doc so it is sharable and editable by the customer.
The CSM is expected to have a JSP for every customer in their account book.