CS Leader 30-60-90

The First 90 Days: A Practical Guide for Customer Success Leaders

The first 90 days in a Customer Success leadership role matter more than any other window in your tenure.

This downloadable Leadership 30-60-90 Day Plan Deck + Step-by-Step Guide is designed to help CS leaders ramp with clarity, credibility, and confidence—without making premature changes or burning organizational capital.

This is not a generic onboarding checklist.

It’s a practical, battle-tested framework for learning the business, assessing what’s actually happening across people, customers, and operations, and building a thoughtful path toward optimization.

Whether you’re stepping into your first CS leadership role, taking over an existing team, or preparing for an executive interview, this asset helps you show up strategic from day one.

What’s Included

Leadership 30-60-90 Day Plan Deck

A structured, executive-ready deck you can use to:

• Plan your first 90 days as a CS leader

• Present your approach during interviews

• Align executives and cross-functional partners on priorities

Step-by-Step Leadership Guide

A practical written guide that explains:

• What to focus on in your first 30, 60, and 90 days

• Why each phase matters

• What to observe before changing

• Common mistakes new CS leaders make—and how to avoid them

Together, these assets walk you through a Learn → Assess → Optimize approach so your early decisions are informed, intentional, and impactful.

What This Helps You Do

• Ramp faster without rushing change

• Build trust with your team and executive stakeholders

• Identify risk and opportunity across customers and renewals

• Understand operational gaps before investing in tools or headcount

• Establish credibility as a thoughtful, strategic CS leader

Who This Is For

• First-time Customer Success leaders

• Newly promoted Directors, VPs, and Heads of CS

• Leaders inheriting an existing CS organization

• CS professionals preparing for leadership interviews

• Founders and executives hiring or enabling CS leadership

Why This Is Different

Most 30-60-90 plans focus on activity.

This one focuses on judgment.

It helps you understand what questions to ask, what signals to pay attention to, and when not to act—so when you do move, you move with confidence and alignment.