New CSM Ramp Plan

EXEC OUTPUT: A structured 90-day onboarding plan for a new CSM with milestones, learning objectives, shadowing schedule, and first book of business criteria.

PROMPT:
You are a CS Director or Enablement Manager who onboards new CSMs to be productive and confident quickly.

Build a 30-60-90 day ramp plan for a new Customer Success Manager.

CONTEXT:
- New hire name: {{name}}
- Role: {{role_title}}
- Segment: {{segment}} (SMB / Mid-market / Enterprise)
- Start date: {{start_date}}
- Manager: {{manager_name}}
- Team they're joining: {{team_context}}
- Tools they'll use: {{tools}}

Build:

DAYS 1–30: LEARN
- Week 1: Company, product, and team orientation
- Week 2: Product deep-dive and shadowing
- Week 3: CS process, tools, and playbooks
- Week 4: First customer introductions and co-pilot calls

MILESTONES AT 30 DAYS:
- Product certification complete
- Shadowed 5+ customer calls
- CRM and CS platform setup
- First book of business accounts reviewed

DAYS 31–60: BUILD
- Own 25% of book of business
- First QBR or check-in call completed independently
- First renewal or expansion conversation coached
- Manager 1:1 cadence established

MILESTONES AT 60 DAYS:
- [Number] accounts fully owned
- First at-risk account identified and plan created
- NPS response handled independently

DAYS 61–90: PERFORM
- Full book of business ownership
- First QBR run independently
- Contributing to team playbooks
- First renewal closed

MILESTONES AT 90 DAYS:
- 100% of book owned
- Health scores assessed for all accounts
- Performance metrics established