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About Gainsight

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Project Plan Template to Deploy a Customer Success Solution

Use this tool as a guide for creating team responsibilities and identifying desired goals for a successful launch of your CS tool.

Kelly Hall, Vice President of Customer Success at Malwarebytes, provides a project plan template to help you rapidly design and deploy a Customer Success solution MVP.

The template is comprehensive and includes steps for:

    • Defining stakeholders and teams.
    • Managing all phases of a project (kickoff, design, build, test, and launch)

Kelly has deployed a Customer 360 4 times in her career and the template represents years of learning (and scars earned). The file uses a generic term, Customer 360, for a Customer Success solution but the workbook contains a few steps that are specific to Gainsight, as that is the system her organization chose. She has agreed to talk about the plan in an explainer video that we’ll release soon.

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