Success Plans and Goals

Goals and Success Plans are the two pieces that turn an account relationship into measurable, coordinated work:

• Goals — the outcome the customer wants to achieve (e.g. "Activate 50 users", "Cut onboarding time to 7 days"). Has a baseline, a target, a deadline and a current value.
• Success Plans — the set of milestones you'll execute with the customer to reach those goals. Each milestone has an owner, due date and status.

A goal can live without a plan (you just track it) and a plan can group multiple goals. The split is intentional: goals are the "what", plans are the "how".

How to get there

• Customer 360 → tabs Goals and Plans (at the end of the tab row).
• My day — if a customer has an overdue milestone or an at-risk goal, it shows up in your queue.
• Team view (leaders) → aggregated goal/plan KPIs in Team.

Goals

Goal types

• Numeric — a counter (e.g. "Active users", "Tickets resolved").
• Percentage — a percentage (e.g. "Adoption rate").
• Currency — a monetary amount (e.g. "Expanded ARR").
• Boolean — yes/no (e.g. "Salesforce integration deployed").

Fields on a goal

• Title and description.
• Baseline — the starting value when you began measuring.
• Target — the value you want to hit.
• Current value — the latest measurement. Update it manually or via integration.
• Target date — when it should be achieved.
• Owner — who's accountable (defaults to the account CSM).

Progress and status

LealUp computes progress as:

progress = (current_value - baseline) / (target - baseline)

The status combines progress vs. elapsed time:

• On track — pace matches what's needed to hit the date.
• At risk — you're behind the curve for the target date.
• Achieved — you hit or exceeded the target.
• Missed — date passed without reaching it.

Status is recomputed automatically in the background. You can force a refresh from the goal's ••• menu.

Create a goal

1. Customer 360 → Goals tab → New goal.
2. Pick type, title, baseline, target, date.
3. Assign an owner (defaults to the account CSM).
4. Save. The goal starts as On track.

To update the current value, click the goal → Log progress. Each update is logged on the customer timeline.

Success Plans

Anatomy of a plan

A plan has:

• Name and plan goal (free text — the "why").
• Start date and target date.
• Owner — the responsible CSM.
• Health — green / yellow / red (manual in v1, set by the owner).
• Milestones — the concrete steps. Each one has title, owner, due date, status, and optionally a dependency ("this milestone starts when X is complete").
• Linked goals — which customer goals this plan is meant to advance.

Milestone statuses

• Pending — hasn't started yet.
• In progress — someone's executing it.
• Blocked — can't move forward (the plan goes red when it has blocked milestones).
• Completed — done, with a closing date.
• Skipped — decided not to do it (the reason is recorded).

If a milestone has a dependency, you can't complete it until the prior milestone is complete. This prevents "skipping" steps in complex plans (e.g. technical integration → training → kickoff).

Create a plan from a template

LealUp ships with 5 templates ready to use:

• Classic onboarding — first 30/60/90 days.
• Key feature adoption — retention driver.
• 90-day renewal — pre-renewal checklist.
• Expansion / Upsell — cross-sell exploration.
• Recovery / Save — for accounts at churn risk.

Each template ships with milestones and relative dates (e.g. "Day 7", "Day 30"). When you create a plan from a template, dates are computed automatically from the start date you pick.

Customize templates

As an admin you can clone and modify the templates, or build new ones from scratch:

• Settings → Success Plans → Templates.
• Edit milestones, add dependencies, rename.
• Templates are per-workspace — every team has their own.

Create a plan from scratch

1. Customer 360 → Plans tab → New plan.
2. Pick "Blank" or a template.
3. Set name, goal, dates, owner.
4. Link customer goals you want this plan to track.
5. Add milestones one by one or from the template.

Day-to-day work

• Click a milestone → log progress, change owner, add a comment.
• When you complete a milestone, the plan owner gets notified and the event lands on the customer timeline.
• If a milestone goes overdue, it shows up in the owner's My day queue.
• The plan owner sets health manually — use it to flag the team when something needs attention.

Team view (leaders)

If you're a leader or admin, Team has two new cards:

• Plan Health — total plans, active, at risk, overdue milestones, blocked milestones, all broken down per CSM.
• Goal Progress — total goals, achieved, at risk, achievement rate across the team.

Useful for 1:1s and for spotting overloaded CSMs or accounts that need backup.

Best practices

• Start with the goal, not the plan. If you can't state what the customer wants in measurable terms, it's too early for a plan.
• Actionable milestones. A milestone should close in one session or one deliverable. "Train the team" isn't a milestone; "Training session with operations team" is.
• Link goals to the plan. Makes the "why" of each milestone explicit and helps the customer see progress.
• Manual health, used with judgment. Mark red when you need to escalate, not for minor delays.
• Review goals at every QBR. The current goal status is the strongest input for the renewal / expansion conversation.

Permissions

• CSM — creates, edits and completes milestones on plans for their accounts. Creates and updates goals.
• Leader / Admin — all of the above + sees aggregated team metrics + edits templates.
• Viewer — read-only.

FAQ

Can I have a goal without a plan? Yes. Goals are independent of plans — useful when you want to track an outcome without scaffolding a structured plan around it.

What happens if I link a goal to a plan and then the goal is achieved? The plan doesn't auto-close — the plan describes execution, the goal describes the outcome. Close the plan manually when you're done with the work.

Can I import plans from another tool? Not today. What you can do is create templates that mirror your current process and use them as a starting point for each account.

Are templates global or per-workspace? Per-workspace. Each team builds their own templates (the 5 shipped ones are an editable starting point).