Customer success alignment assessment

What is a customer success alignment assessment template?

A customer success alignment assessment template is a tool designed to help you evaluate your customer success strategy and align it with your business goals.

By asking targeted questions about your CS function, product complexity, and business growth projections, this assessment helps you determine the ideal structure and focus for your customer success efforts.

What’s inside the template?

The customer success alignment assessment template includes a set of comprehensive questions designed to assess the following key areas:

1. CS function – Evaluate the structure and focus of your CS team, including the parts of the customer journey they should own and whether to adopt a high-touch or low-touch model.
2. Time allocation – Analyze how your CS team's time is currently divided across key activities such as onboarding, issue resolution, customer education, and renewal discussions.
3. Product complexity – Assess how complex your product is to implement, integrate, and use, which influences the type of customer support needed.
4. Business growth – Consider business projections such as income growth and customer base expansion to determine how your CS function should scale.
5. Renewal cycles – Evaluate your renewal cycles to ensure your CS efforts are aligned with long-term customer retention strategies.

How to use the template

1. Evaluate your CS function – Answer questions related to the core responsibilities of your customer success team.
2. Assess product complexity – Determine how the complexity of your product impacts the type of customer support and onboarding required.
3. Analyze business growth – Use the template to evaluate your business growth trajectory and how your CS team should scale accordingly.
4. Align CS with business goals – Ensure that your CS strategy is in sync with your company’s renewal cycles, growth plans, and customer retention objectives.

Download your customer success alignment assessment template

Customer success alignment assessment

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