A Success Plan is how we work with a customer to co-create a set of goals to support the use of PebblePad, and a way to monitor progress towards achieving them.

What is a Success Plan?

A success plan is a document co-created by representatives of an institution and your Customer Success Manager (CSM). 

It outlines your goals for PebblePad and usage over a defined period of time - typically 12-months - and incorporates steps to achieve those goals.  

Working on the plan together enables your CSM to fully understand how PebblePad fits within your organisation’s: 

• strategic plan,
• enterprise, school or faculty initiatives (e.g. graduate attributes, employability, etc),
• discipline-focussed learning, teaching and assessment ambitions.

In turn, together you can clarify any expected platform use, along with tasks and timeframes required to get there. 

The Success Plan will be the basis for ongoing discussions during Periodic Business Reviews and Executive Business Reviews meetings. It also provides senior stakeholders with a progress update and awareness of the value being achieved from PebblePad. 

Creating a Success Plan  

A Success Plan contains:

• Company overview 
• Objectives 
• Key challenges 
• Key benefits 
• Milestones, actions & dates 
• Success criteria 
• Measures of Success 

Your CSM will organise an initial meeting to begin discussing the Success Plan. They may share a sample version with relevant suggestions, or partially complete some sections to get you started. 

At the meeting, you’ll work through the document together to complete what you can, and set a date for completing the plan. A critical part is ensuring set milestones with achievable due dates. 

You can collaborate on the plan with your CSM and invite other colleagues to contribute. It is expected to be a living document, altered as needed, with everyone having access to the latest version.

Monitoring progress

Period Business Reviews are an ideal opportunity to hold regular progress checks and evaluate relevance and priorities. 

Your CSM may prompt you to update the plan if they hear of relevant information from support teams or PebblePad users.  You are also encouraged to update the plan yourself, as needed. 

The actions and milestones with set due dates will help to stay on-track to achieve success.