Account Plans

Account Plans are a way to create a clear and tailored plan for specific customers, especially your most important or at-risk accounts.

An Account Plan is a collection of Impact Drivers that you want to achieve within a defined timeframe, for example within a quarter or during a renewal phase.

It provides your team with a focused roadmap for how you’ll deliver value to that customer.

Many teams use Account Plans for their top-tier customers, or for those going through key changes such as a new contract, renewal, or company merger.

They help you stay proactive, structured, and aligned around measurable outcomes.

How Account Plans Work

Within each plan, you can define exactly which Impact Drivers matter most such as onboarding workshops, success criteria, or integrations.

This keeps your customer strategy transparent and ensures everyone on the team can track progress.

Once published, Account Plans automatically sync with HubSpot, allowing you to monitor progress, completion rates, and goals directly inside Hubspot.

Where to Find Account Plans

From the Accounts Overview, you can see all customers and check which have an active Account Plan indicated by the Account Plan abbreviation.

In the top right corner, you’ll find a toggle for Account Plan.

This filter shows only the customers with an account plan and the Impact Drivers attached to them.

In the second tab of ImpactPilot, you’ll find Account Planning, the central place to create and manage your plans.

Inside the Account Planning Tab

Each Account Plan includes:

• A title and description
• The Impact Drivers associated with that plan
• A completion status that automatically updates when the Impact Drivers are completed

At the top of the Account section, you’ll see summary widgets showing your overall progress.

Creating a New Account Plan

To create a new Account Plan, go to the Account Planning page in ImpactPilot.

From here, click on Create a new account plan.

In this example, we’ll select an Enterprise customer where we’ll perform an Enterprise Onboarding.

This onboarding is different from a standard one because it includes a specific set of Impact Drivers that we want to complete during this period.

You can either use a predefined template or write the plan from scratch.

In this case, we’ll use the Enterprise Onboarding template and click Create Account Plan.

Customising Account Plan Details

Once the plan is created, it will appear in your overview.

You’ll see several data points in orange, such as goal name, description, or completion percentage.

These fields can be customised from the Settings page, which will be covered in Part 3 of this guide.

For now, your Account Plan is ready to be filled with Impact Drivers.

Adding Impact Drivers

To add the Impact Drivers to an account plan, simply press '+ Add Impact Driver' next to the Publish button. In our example for the Enterprise Onboarding plan, we've added the following Impact Drivers.

1. Document Customer Success Criteria

   This ensures that the success metrics are clearly defined for the onboarding phase.

   Set the deadline to the end of this month.

2. Value Realised

   Within two months, confirm that the customer has realised measurable value from your product.

3. Integration from Marketplace

   Make sure an integration is in place within two months to increase product stickiness and adoption.

After adding these Impact Drivers, click Save Account Plan.

Adding Playbooks and Tracking Progress

Each Impact Driver can have a Playbook attached to it, a predefined list of steps or tasks to complete.

For example:

• Discuss the goals with the customer
• Document the success criteria in HubSpot

This allows you to track progress at a granular level.

When progress is updated, the completion percentage of the Impact Driver will automatically adjust.

Publishing the Account Plan

Once you’re happy with the setup, click Publish.

Publishing pushes a note to HubSpot, so the Account Plan becomes visible directly within the customer record.

The note includes:

• Customer name
• Account Plan name
• Description
• Attached Impact Drivers

You can also manage Impact Drivers directly from HubSpot, or from within ImpactPilot by navigating to Accounts, toggling on Account Plan, and viewing the related Impact Drivers for that customer.

Archiving Completed Account Plans

Once all Impact Drivers in an Account Plan are completed, you can close it by archiving the plan.

From the Account Planning page, click Archive on the plan you wish to close.

After archiving:

• The plan will move to the Archived Account Plans section.
• The plan’s status and completion data will update automatically.
• You’ll see your achieved Account Plan points and Impact Driver results reflected in your Accounts overview.

This gives you a clear summary of which plans have been completed and the impact achieved.

Restoring Archived Account Plans

If you need to revisit or continue work on an archived plan, you can easily restore it.

Go to the Archived Account Plans section, click Restore, and the plan will reappear in your active list.

From there, you can continue editing and updating Impact Drivers as normal.

Managing Data Sync with HubSpot

To ensure accurate reporting, certain Account Plan properties are synced automatically to HubSpot.

These settings can be found under Settings → Data Sync in ImpactPilot.

Make sure the following properties are toggled on:

These properties ensure that your Account Plan data (including progress, goals, and status) is always available within HubSpot.

Customising Displayed Properties

The fields you see in the Account Planning view, highlighted in orange, can also be customised.

Admins can configure these from Settings → General → Properties to show in Account Plan.

Here, you can choose which fields appear in your Account Plan view, such as goal name, description, completion percentage, or due date.

This ensures teams see only the data that matters most to them.

Viewing Account Plan Data in HubSpot

Once an Account Plan is published, it automatically creates a note in HubSpot under the related company record.

This note includes:

• The Account Plan name
• The goal and description
• All attached Impact Drivers

If an Account Plan is later archived, an additional note is added to HubSpot showing the archived status and completion percentage.

For example:

“This Account Plan was archived with 33% completion.”

This helps you maintain a complete activity history for each customer.

Reporting on Account Plans in HubSpot

You can easily report on Account Plan progress using HubSpot filters and dashboards.

Example setup:

1. In your HubSpot company view, add the following columns:
   • Account Plan Active
   • Account Plan Completion
   • Account Plan Goal Name
   • Account Plan Goal Description
2. Filter on Account Plan Active = Yes to see all customers with active Account Plans.
3. Use these properties to create dashboards that show overall progress, completion percentages, or Account Plan coverage across your portfolio.

You can also add a Quick Filter (e.g., Account Plan Active = Yes) to existing dashboards to instantly segment data based on active Account Plans.

Summary

Account Plans help Customer Success teams turn strategy into measurable impact.

With ImpactPilot, you can create tailored plans for key customers, define clear Impact Drivers, and track progress directly inside HubSpot.

Each plan gives your team a focused roadmap — from onboarding and renewals to re-engagement after major changes like a merger.

Once your plan is set up, you can easily manage Impact Drivers, attach playbooks, and publish it to HubSpot for full visibility.

When a plan is completed, simply archive it to reset progress for the next cycle, or restore it if work needs to continue.

Admins can customize which fields and templates appear, ensuring that every team member sees the data that matters most.

Together, these features bring structure, clarity, and alignment to your customer management — helping you consistently deliver measurable value across your portfolio.