Quick Summary: A structured 90-day framework to transform customer success teams starts with assessing people, data, and processes before setting strategies and implementing small initiatives.

This guest post is contributed by Parul Bhandari, CEO of CustomerXSuccess.

My journey in customer success began with a truly unique opportunity: building a CS team from the ground up. This blank slate allowed for the implementation of best practices from day one, leveraging tools and methodologies like customer success platforms to lay a strong foundation.

This experience, while incredibly valuable, isn’t the norm for most CS leaders. In reality, existing teams come with the need to rework and transform.

Many CS leaders inherit existing teams, often with ingrained habits, legacy systems, and varying levels of effectiveness. In order to build and succeed, a strategic approach becomes crucial. If they bring you in when they are having problems, there are more hurdles to overcome yet.

For me, my consulting work with CustomerXSuccess brings me to clients in all stages, including building CS teams from the ground up again.  So, I documented my approach and outlined a 90-day action plan to drive CS team transformation.  You can apply to a new team or existing team, with a few variations.

The 90-day action plan to transform a customer success team. 

For those stepping into an existing CS team, a well-considered, action plan can be the key to success. This initial period is critical for understanding the current landscape, identifying areas for improvement, and laying the groundwork for sustainable change.

Days 1-30: discover and assess.

Assess, do not assume. The first month is all about observation, listening, and data collection.

Understand the current state: Schedule one-on-one meetings with every team member, understanding their roles, challenges, and aspirations.

Customer insights: Engage directly with key customers. What are their pain points? What are their successes? How do they perceive the company, teams and their value.

Process mapping: Document existing workflows, tools, and reporting mechanisms. Identify inefficiencies and bottlenecks.

Data analysis: Dive into customer health scores, churn rates, retention metrics, and product usage data. If you can, run the data through some algorithms to assess and understand what the key contributors to issues could be. (AI can be a friend here)

If you are building from the ground up, you may not have access to all the data, but doing interviews with prospects, understanding behaviors and creating scenario-based learning can help drive success.

Days 31-60: strategize and plan.

Based on your initial assessment, the second month focuses on developing a clear strategy.

Identify key priorities: Pinpoint the most impactful areas for improvement. This could be anything from refining onboarding processes to enhancing pro-active engagement.

Develop a vision: Define the future state of the CS team. What does success look like? From titles to compensation strategy and roles, change can be far-reaching. 

Set measurable goals: Establish SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals for the next 6-12 months. This is easier said than done, so be sure to enlist accountability metrics into the mix. 

Outline initiatives: Brainstorm specific actions and projects that will help achieve those goals, and what resources you may need to get there. 

Team alignment: Share your findings and proposed strategy with the team, soliciting feedback and fostering buy-in. Be sure to align on a realistic version of timing, so you can set yourself up for success. 

Days 61-90: implement and iterate.

The final month of the 90-day period is about putting your plan into action and establishing a rhythm of continuous improvement.

First programs: Start with small, manageable initiatives to test new processes or tools.  Call it a BETA or a test, but be sure to trial before you drive large-scale change. 

Communication cadence: Establish clear and consistent communication channels for team updates, wins, and challenges.

Training and development: Address any skill gaps identified during the assessment phase.  Training is an element often overlooked, but with change comes the need for training.  

Metrics and reporting: Implement a system for tracking progress against your goals and regularly reviewing key performance indicators.  Share these updates broadly. 

Feedback loop: Continuously solicit feedback from team members and customers, iterating on your approach as needed.

Building a lasting CS team, whether from scratch or through transformation, requires dedication, a clear vision, and a structured approach. By following a strategic 90-day plan, you can lay the groundwork for a team that not only supports customers effectively but also contributes significantly to the overall success of the business.

Looking back on my journey, if I had to do it again, I would change one thing: advocating for the right titles for my teams to ensure their growth long term.  This is a topic I had the chance to write about recently in my new collaborative book, The Customer Success Talent Playbook. Learn about how to hire, build, and grow thriving CS teams in this book, which is available now on Amazon.

Parul Bandhari is a seasoned customer success leader and consultant who specializes in driving exceptional customer experiences for SaaS teams, VCs, and PEs. Learn more about her work and The Customer Success Talent Playbook in this keynote session from ZERO-IN 2025.