Short answer
Success planning defines shared outcomes, measures, responsibilities, and checkpoints for an ongoing relationship. Assess whether the plan supports clear decisions and shared follow-through, not whether every outcome is achieved regardless of changed assumptions.
About Success planning
Builds and maintains a shared plan that connects customer priorities to defined outcomes, evidence, responsibilities, dependencies, and review points across the relationship.
Use this competency for
- Roles that co-own an ongoing plan for customer outcomes and checkpoints.
- Functions accountable for aligning customer and internal participants around next decisions.
Do not use this competency for
- Roles that deliver isolated tasks without owning outcome definition or ongoing plan review.
Important distinctions
Customer onboarding
Onboarding coordinates the initial path to effective use. Success planning maintains agreed outcomes and checkpoints across the ongoing relationship.
Value realization
Success planning defines what will be pursued and reviewed. Value realization examines evidence of what has been achieved and communicates it.
Expectations by level
IC1
IC1
Maintains assigned parts of an established success plan, records decisions and progress, and raises missing owners, evidence, or dependencies.
Observable behaviors
- Updates assigned actions and checkpoints after agreed discussions.
- Records the owner and intended evidence for each assigned outcome.
- Flags when a plan item lacks a decision, owner, or required input.
Examples
- Records a changed checkpoint and the reason agreed in the meeting.
- Flags that an outcome has an owner but no defined evidence.
IC2
IC2
Co-creates and maintains standard success plans independently, turning priorities into specific outcomes, evidence, responsibilities, and review decisions.
Observable behaviors
- Clarifies the customer priority before proposing an outcome or measure.
- Defines responsibilities and dependencies for both customer and internal participants.
- Uses checkpoints to revise assumptions, actions, or outcomes with documented agreement.
Examples
- Rewrites a broad goal as an observable workflow outcome and agrees how it will be reviewed.
- Removes an action after a checkpoint shows its original assumption no longer applies.
IC3
IC3
Leads success planning for complex relationships and improves shared planning standards by resolving competing priorities, uncertainty, and cross-team ownership.
Observable behaviors
- Structures a plan when several stakeholders define success differently.
- Documents assumptions and decision rules where evidence will remain incomplete.
- Improves templates or review practices based on recurring planning gaps.
Examples
- Separates two stakeholder outcomes and defines a checkpoint for deciding between competing actions.
- Adds an assumption field after repeated plan changes lacked a documented reason.