The Complete Architect Collection

All 58 templates and guides for building a Customer Success function that's designed for your company.

Great Customer Success is purpose-built. Every company has a different product, team, market and stage, so the model has to be built for yours. These are the templates I use to do that with the companies I advise.

The Complete Architect Collection is every template in one download: onboarding and adoption, renewal and retention, expansion and value, metrics and board reporting, the CS operating model, hiring and team, and your own growth as a leader. Each one comes with a step-by-step guide and a worked example.

What's included (58 templates, each with its own step-by-step PDF guide)

• Customer Success Plan (Word): Build the plan with your customer, keep it current, and walk into every renewal with proof of the value they got.

• Business Review Deck (PowerPoint): Turn the business review into the conversation your renewal depends on, built around their goals and their numbers.

• Customer Journey RACI (Excel): Give every moment of the customer journey one owner, from signed contract to advocate, so nothing lands on Customer Success by default.

• Sales to CS Handoff Kit (Word): Make Customer Success the owner on day one, with nothing lost between the signature and the kickoff.

• Partnership Kickoff Deck (PowerPoint): Start every customer with the executive in the room, three ranked goals and a plan both teams agree on.

• Customer Journey Map (Excel): Write down one journey every CSM can run, with an owner for every moment from signed contract to advocate.

• Account Plan (Word): One plan for CS and Sales to protect, grow and serve an account, so nobody gets surprised at renewal.

• Renewal Discussion Deck (PowerPoint): Lead the renewal with value, then talk terms, early enough to act on whatever you hear.

• MEDDPICC for Customer Success (Excel): Score every renewal on the eight things that decide it, so your forecast runs on evidence instead of hope.

• Customer Success Board Deck (PowerPoint): Show your board where retention stands, what's driving it and exactly what you need from them.

• CSM Portfolio QBR (PowerPoint): Own your book in front of your leader, with a forecast they can trust and a plan for every risk.

• Executive Account Brief (PowerPoint): Send your executive into every customer meeting prepared, with the stakes, the people, the risks and the one thing only they can do.

• Account Transition Plan (PowerPoint): Change the CSM without losing the customer, with a real handoff and a plan for the first 90 days.

• Churn Post-Mortem (PowerPoint): Turn a lost customer into fixes with owners and dates, so the next one doesn't leave the same way.

• Customer Offboarding Kit (PowerPoint and Word): Give every departing customer a clean, professional exit and leave the door open for the day they come back.

• Playbook Repository (Excel): Write every play the same way, keep them in one place your team actually uses, and see which plays work.

• CS Leader 30-60-90 Plan (PowerPoint): Show how you'll learn, assess and lead in your first 90 days, in the final-round interview and once you're in the seat.

• CSM 30-60-90 Day Plan (Word): A clear path from new hire to owning the book in 90 days, built for new CSMs and the managers who onboard them.

• CSM Interview Kit (Word and Excel): Hire the right CSM with one process, one set of questions and one scorecard every interviewer uses.

• Questions CS Leaders Should Ask in the Interview (Excel): Interview the company before you take the CS leadership job, and make the decision based on what you heard.

• CSM Performance and Competency Matrix (Excel): Define what great looks like at every level, rate it from both sides and coach to the gaps.

• CS Career Path Framework (Word): Show your team exactly how to grow and get promoted, with every level, track and criterion in writing.

• 1:1 Meeting Agenda (Word): Turn your 1:1s from status updates into the half hour your team actually counts on.

• New Leader Intro 1:1 (Word): Listen first with every person on the team you inherit, and find out what nobody put in the handoff.

• Accomplishment Tracker (Excel): Write down your wins while they're fresh and walk into every review and promotion conversation with evidence.

• Customer Discovery Question Bank (Word): Ask the right question at the right moment in the customer journey, and actually hear the answer.

• GRR and NRR Calculator (Excel): Know how much revenue you kept, how much you grew and where it leaked, so the number you show the board is the real one.

• Renewal Forecast Tracker (Excel): Put every renewal on one list, forecast it honestly, and find the gap while you still have time to close it.

• Customer Health Score Model (Excel): Design a health score your team trusts, can explain, and actually acts on.

• CSM Capacity Calculator (Excel): Figure out how many accounts a CSM can really carry, and walk into the headcount conversation with math instead of feelings.

• Renewal Readiness Scorecard (Excel): Know which renewals are really ready months before the date, and spend your time on the ones that aren't.

• Expansion Pipeline Tracker (Excel): Turn expansion from a few good ideas into a pipeline with owners, dates and a number you can forecast.

• Customer Segmentation and Coverage Model (Excel): Decide which customers get which experience on purpose, then staff for it with numbers you can defend.

• CS KPI Framework and Metric Dictionary (Excel): Agree on what you measure, how every number is calculated, and who acts when it moves.

• Customer Revenue Forecast Model (Excel): Roll your customer ARR forward, show the best, expected and worst case, and walk into the room with a number you can explain.

• Customer Stakeholder Map (Excel): Find out who can make this account succeed or stop it, how well you know them, and where you are one resignation away from trouble.

• Customer Value Realization Scorecard (Excel): Track the outcomes your customer bought, in their numbers, with proof they agree with, long before renewal.

• Customer Onboarding Plan (Excel): Build one shared plan with your customer, from handoff to wrap-up, with owners on both sides and a clear finish line for every step.

• Churn Analysis Workbook (Excel): Stop explaining churn one account at a time. Log every loss, find the pattern, and fix the thing that keeps causing it.

• Expansion Opportunity and Whitespace Analysis (Excel): Find the growth already sitting in your customer base, and work the accounts that are ready to say yes.

• Playbook Trigger Matrix (Excel): Decide what starts every play, who runs it, how fast, and when to leave the customer alone.

• CS and Sales Expansion Engagement Model (Word): Agree on who finds, qualifies, hands off and closes expansion before the next deal turns into a turf war.

• Customer Risk Exposure Model (Excel): Turn a list of red accounts into a dollar figure, a concentration picture and a plan your executives can act on.

• Hiring Prioritization Model (Excel): Make the case for your next hire with the workload, the trade-offs and the cost on one page.

• CSM Role Scorecard (Word): Define the job, measure it the same way for everyone, and give every CSM a clear picture of what great looks like at 30, 90 and 365 days.

• Annual CS Strategic Plan (PowerPoint): A Customer Success plan your executive team will fund, built on customer data and tied to the company's goals.

• Customer Communication Library (Word): Send the right message at every moment, in a voice that is yours, without starting from a blank screen.

• CS Tool Evaluation Scorecard (Excel): Decide what you need before you see a single demo, then compare tools on evidence, cost and effort.

• Interdepartmental SLA (Word): Agree on what every team owes the others, how fast, and what happens when it slips.

• Leadership Development Plan (Word): Rate yourself honestly, pick the one or two things that matter most right now, and practice them where your team can see the difference.

• CS Leadership Outreach Plan (Word and Excel): Use your first 120 days as a new CS leader to meet your most important customers and hear the truth while they'll still tell it to you.

• Voice of Customer Program Workbook (Excel): Get what your customers tell your team to the people who can fix it, then close the loop with the customer who said it.

• CS Metrics and Finance Playbook (Word): Know your numbers cold, know how your company calculates them, and know which ones your team actually moves.

• Six Box Executive Summary (PowerPoint): Tell your whole Customer Success story on one slide in five minutes, and end on the one thing you need from leadership.

• CS Vision, Mission and Charter (Word): Write down where Customer Success is going, how your team gets there every day and exactly what CS owns, so leadership and your team work from the same page.

• Adoption and Value Workbook (Excel): Find out where your customers really are, agree on goals in their numbers, and make value visible to the people who sign the renewal.

• Org Design and Headcount Case (Word): Name the problem, map the work and check the math from both directions, so you walk into the headcount conversation with a decision your CEO can say yes to.

• Commercial Audit (Word): Write down who really owns renewal, upsell, cross-sell and expansion at your company, how each one runs today and what you would build if you started from scratch.

Every template comes as an editable Microsoft Office file plus a make-a-copy link for the Google version, and every guide includes a worked example and a Steal This check.

Who it's for

CS leaders who want the full system in one download.

How it works

Digital download. Your files are ready right after checkout. Each template has its own folder with the Office file and the guide, and the Google versions use the links included with your download. No physical item will be shipped.