Impact Academy

The Success Plan Program is designed for Customer Success Managers and Heads of Customer Success who want to design and execute effective, scalable customer success plans in a more data- and AI-enabled environment. Over the next two weeks, you’ll gain the skills and tools needed to build success plans that are clear, outcome-driven, and efficient to maintain – helping your customers stay longer, expand more, and confidently advocate for your business.

During the first week of the program, we focus on the foundations of modern Customer Success and success planning. You’ll learn how to deeply understand your customer’s goals and desired outcomes, identify the right success metrics and signals, and create a structured success plan tailored to each customer’s context. We’ll also explore how data, automation, and AI insights can support prioritization and consistency without losing the human element. Through interactive sessions, practical planning tools, templates, and real-world scenarios, you’ll work hands-on with building success plans that are both actionable and scalable.

In the second week, we build on this foundation with a focus on measuring progress, optimizing execution, and using data to drive continuous improvement. You’ll work with proven frameworks such as the Goal Discovery Framework, Brainstorm Framework, Progress Milestones, Objection Breakthrough Formula, Joint Accountability, and Social Proof Framework – with an added emphasis on turning insights into action. Through roleplays and interactive scenarios, you’ll apply these frameworks in real customer situations and practice guiding customers using clear structure, shared accountability, and measurable outcomes.

Throughout the program, you’ll have access to a comprehensive playbook, frameworks, templates, and planning tools designed to save time, reduce complexity, and improve consistency across your customer base. The Success Plan Program is built to be practical and hands-on, helping you implement success plans that scale and deliver real business impact.

By the end of the program, you’ll have a strong understanding of the end-to-end customer success process and be equipped with the tools, frameworks, and skills needed to build and execute effective success plans in a modern Customer Success organization. The Success Plan Program gives you a clear, structured approach to driving retention, expansion, and long-term customer value.