CS RACI
$30.00
Customer Journey RACI Template + User Guide
Alignment doesn’t break because teams don’t care.
It breaks because ownership is unclear.
This Customer Journey RACI was built to eliminate confusion, finger-pointing, and gaps in accountability across the customer lifecycle—before they show up as churn, escalations, or missed growth.
It’s not a high-level theory exercise.
It’s an operational tool designed for real Customer Success teams.
What’s Included
Customer Journey RACI Template (Excel)
A comprehensive, customizable RACI covering 150+ activities across the entire customer journey—from pre-sales handoff through renewal and expansion.
This template helps you:
Clearly define who is Responsible, Accountable, Consulted, and Informed
Identify ownership gaps and overlaps before they cause issues
Align CS, Sales, Product, Support, Marketing, and Ops
Create consistency without slowing teams down
Scale without relying on tribal knowledge
The RACI is organized by customer journey stages and key moments so teams can easily see who owns what, when, and why.
User Guide (PDF)
The user guide walks you through how to actually use this RACI in practice—not just how to fill it out.
Inside the guide, you’ll learn:
How to approach the RACI exercise without over-engineering it
How to tailor the template based on company size, maturity, and GTM model
How to facilitate productive cross-functional conversations
How leaders should use the RACI for coaching, inspection, and accountability
Common mistakes that cause RACIs to fail (and how to avoid them)
This guide ensures the RACI becomes a living operating model, not a one-time workshop artifact.
Who This Is For
Customer Success leaders building or scaling CS teams
CS Ops and RevOps leaders driving cross-functional clarity
Founders and execs tired of “that’s not my job” moments
Teams experiencing handoff issues, internal friction, or missed follow-through
Why This RACI Is Different
Most RACIs:
Are too high-level to be actionable
Focus only on CS instead of the full journey
Get created once and never used again
This one is different because it:
Covers 150+ real activities teams actually perform
Spans the entire customer journey, not just onboarding or renewal
Is built for inspection, iteration, and ongoing use
Forces teams to consider ownership intentionally, not by default
How to Use It
Start with the Excel RACI template
Review the PDF user guide to align on approach
Facilitate a working session with key stakeholders
Customize ownership where needed
Use it in onboarding, planning, and operating reviews
Revisit it as your org and customer base evolve
No fluff. No filler.
Just a practical tool to help teams move faster, work better together, and deliver a more consistent customer experience.
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