What goes in an account plan?
- The account in one paragraph
- The customer's goals, in their words, and how they measure them
- Stakeholders and what each one cares about
- Health: usage, support, billing and the risks
- Growth: white space and expansion plays
- A 90-day plan with owners, dates and the number each action should move
The account plan template
Account plan: [Customer]
Owner: [CSM / account manager] · Exec sponsor: [name] · Renewal: [date] · ARR: [value]
1. The account in one paragraph
What they buy, why they bought, who uses it.
2. Their goals this year
- [Goal, in their words] · [how they measure it]
3. Stakeholders
- [Name] · [role] · [what they care about] · [last contact]
4. Health
- Usage trend: [up / flat / down, source]
- Support: [open tickets, sentiment]
- Billing: [current / overdue]
- Risks: [risk] · [owner] · [action]
5. Growth
- White space: [teams, regions or products not yet using us]
- Expansion plays: [play] · [trigger] · [owner]
6. Plan for the next 90 days
- [Action] · [owner] · [date] · [the number it should move]
How often should it be updated?
Review it before every QBR and whenever something material changes: a new stakeholder, a usage drop, a renewal approaching.
How does WiseOrg help?
WiseOrg keeps the health and growth sections current from your CRM, billing, support and product data, and opens an initiative when an account needs action, with an owner and a plan.