Success Plan Co-Creation Session

What it tests

Ability to translate vague customer goals into a concrete, measurable success plan — and to do it collaboratively in real time

Format

1. 1Candidate receives only a bare-minimum customer brief: company name, industry, product purchased, and one vague goal ('we want to improve our payment conversion')
2. 2Live session (30 minutes): candidate runs a goals workshop with the 'customer' (interviewer) to build a success plan from scratch — extracting specific KPIs, timelines, stakeholders, and definition of success
3. 3Candidate documents the success plan live in a shared doc or on a whiteboard visible to the panel
4. 4Debrief (20 minutes): panel reviews the plan together — does it reflect what the customer actually said, and is it something a CSM can realistically track and drive?

What to look for

• Do they ask questions that surface measurable outcomes, or just restate the customer's vague goal back to them?
• Is the resulting success plan specific enough to be actionable — real KPIs, not 'increase satisfaction'?
• Do they co-create (customer does talking) or dictate (CSM fills in a template)?
• Is the plan honest about what the product can and cannot deliver against the stated goals?

Adaptation guide

Use a goal from your actual customer base (e.g., 'reduce failed payments', 'automate invoicing'). For enterprise roles, add a second stakeholder with a conflicting priority to stress-test the candidate's facilitation skills.

Full description