Customer Success Leadership Community

Consulting Agreement SOW

  • 1.  Consulting Agreement SOW

    Posted 09-18-2020 20:55

    I recently accepted a consulting position to help a start-up start their Customer Success department from scratch. This is my 3rd time now taking on this exercise. I have templates I've used in the past for SOW-type work. Does anyone have others worth sharing?  I'd love to compare notes and best practices! 



    Tiffany Morin

  • 2.  RE: Consulting Agreement SOW

    Posted 09-19-2020 01:44
    Hey @Tiffany Morin,

    I have a lot of them, and to share a suitable one, I need a little more info... e.g. the wrong SOW can damage the CS/PSO image internally (in the eyes of sales) as well as cause unneeded redlining by a customer. However, depending on the needs, they can be super simple. If you couple of questions (answer generally if the info is sensitive) I can share more thoughts and examples...

    1. Will you charge (may sound like a stupid question, but sometimes its ok to give free services or services packages but you must set limitations of delivery. (this can be called a scope statement as well) ?
    2. Will it be attached to a Subscription sale? New Business or Expansion?
    3. What is the typical size of deal currently ?
    4. How technical is the product/service? e.g. does it need integration?
    5. How intuitive is the product? 

    Andy Barton
    CX Exec

  • 3.  RE: Consulting Agreement SOW

    Posted 09-20-2020 15:06
    @Andy Barton Great questions. This is an SOW for a consulting project. Not client-facing in the traditional sense. Generally for these projects, I create a project plan with milestones and get that signed off by the exec team. This ensures the consulting project is a success. There is a lot of cross-over; however, with SOW for clients; however, that sales or CS would create.

    Tiffany Morin

  • 4.  RE: Consulting Agreement SOW

    Posted 09-19-2020 07:32
    @Jeff Breunsbach
    @Annie Moncure​​

    Jay Nathan
    Founder, Managing Partner | Customer Imperative

  • 5.  RE: Consulting Agreement SOW

    Posted 09-21-2020 08:02
    Hi Tiffany,

    This is actually something I'm about to start doing. I'm aiming to get started with friends' businesses as a bit of a soft launch.

    I'd be especially interested to see your templates if you're open to sharing them with a newbie aspiring CS professional?


    Nathan Byren

  • 6.  RE: Consulting Agreement SOW

    Posted 26 days ago
    You can ping me as well. I have a ton of these from doing SOW's for the last 15 years

    Jeff Kushmerek | Professional Services and Implementation Expert