Create a Joint Impact Plan

This blueprint introduces the Joint Impact Plan (JIP) as a collaborative, living document that defines how customers will achieve value across a 12-month journey. It outlines how to co-create impact goals, milestones, and metrics with customers, beginning at kickoff and extending through renewal. By grounding success in agreed-upon outcomes—rather than usage alone—the JIP creates shared accountability, keeps execution on track, and provides a natural foundation for renewal and expansion conversations.

Best For

• Customer Success leaders building a consistent, outcome-driven post-sale motion

• CSMs and account managers aligning customers around clear success plans

• CROs and revenue leaders focused on retention, expansion, and renewal predictability

• SaaS companies with complex onboarding or long value realization cycles

• GTM teams struggling with unclear success criteria or reactive renewals

• Organizations transitioning from adoption-based to impact-based CS models

Key Takeaways

• Customers achieve better outcomes when success is planned jointly, not assumed.

• A written, customer-facing impact plan creates clarity and shared accountability.

• First Value marks the true end of onboarding and the start of long-term impact.

• Revisiting the plan regularly keeps goals aligned as priorities change.

• Impact milestones make renewals a continuation of value, not a negotiation.

• Planning past renewal dates reduces surprise churn and strengthens expansion conversations.