In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

While documentation is important, creating a success plan is a more proactive and customer-centric next step than simply documenting for internal leadership; the plan itself will be documented.

Following an onboarding session where key information (stakeholders, KPIs, use cases) is gathered, the CSM must translate these inputs into an actionable success plan. This plan formalizes the path forward, outlining objectives, milestones, and responsibilities, and ensures alignment with the customer before implementation begins.

Providing technical configuration for development is typically done by technical teams or the customer's IT, not primarily the role of a Customer Success Manager, especially at this early stage post-onboarding.

Discussing new opportunities or products is premature; the focus post-onboarding should be on ensuring the initial solution delivers value and achieves the agreed-upon outcomes.