How to set up and manage customer success tasks in Rocketlane

If you’re trying to actually get things done for your customers—not just tick boxes or make pretty dashboards—this guide is for you. Maybe you’re new to Rocketlane, or maybe your team’s using it but not really getting the hang of customer success tasks. Either way, you want a setup that’s simple, repeatable, and doesn’t get in your way.

Let’s get into how to organize, track, and actually finish customer success work in Rocketlane—without getting lost in features you’ll never use.

Step 1: Figure Out What “Customer Success Tasks” Actually Mean for You

Before you click around in Rocketlane, get specific. “Customer success” can mean onboarding, check-ins, QBRs, escalations, training, or all of the above. Here’s what you should nail down first:

  • List your repeatable tasks: What do you do for every customer? (E.g., kickoff call, platform training, first value achieved, etc.)
  • Spot the one-offs: What pops up only for certain customers, like custom integrations or tricky onboarding?
  • Decide who owns what: Is this a team task, or does one CSM run the show?
  • Deadlines or flexible?: Are dates set in stone or does it depend on the customer pace?

Pro tip: If you try to automate everything right away, you’ll end up managing the process instead of the customer. Start with what matters most—then expand.

Step 2: Set Up Your Rocketlane Project Templates

Rocketlane works best when you use templates—especially if your customer success process is repeatable. Here’s how to get started:

  1. Go to Templates: In Rocketlane, find the “Templates” section (usually in the left sidebar).
  2. Create a New Template: Click “Create Template.” Give it a name that’s obvious—no one needs “Onboarding_v3_Final-Final.”
  3. Add Phases: Break things up: “Kickoff,” “Implementation,” “Adoption,” “Ongoing Success.” You get the idea.
  4. Add Tasks to Each Phase: For each phase, plug in the actual tasks. Be specific—“Send welcome email” is better than “Kickoff stuff.”
  5. Set Task Types: Assign task owners, due dates (or time offsets), and dependencies if you need them.
  6. Attach Resources: Add any docs, videos, or links customers or CSMs will need.

What Works

  • Templates save you time and keep things consistent.
  • You can tweak templates on the fly, so don’t worry about getting them perfect at the start.

What Doesn’t

  • Overcomplicating with too many phases or tasks. If your template is 100+ steps, no one will use it.
  • Relying on templates for everything. You’ll still have one-off tasks—don’t force them into a rigid process.

Step 3: Launch Projects for Each Customer

With templates ready, you can actually start using Rocketlane for real customers.

  1. Create a New Project: Use your template as the base.
  2. Name the Project Clearly: “Acme Corp Onboarding - Q3 2024” beats “Project 27.”
  3. Assign Your Team: Pull in the right CSM, onboarding manager, or anyone else.
  4. Customize as Needed: Delete irrelevant tasks or add new ones for this customer. Don’t be afraid to edit.
  5. Set Real Deadlines: Adjust dates to reflect the customer’s actual timeline.
  6. Invite the Customer (Optional): Decide if you want your customer to see progress. Some love it, some just want email updates.

Heads up: Not every customer needs to see the sausage being made. Sometimes, it’s better to keep things internal and just communicate key updates.

Step 4: Track and Manage Tasks (Without Micromanaging)

Now your customer project is live. Here’s how to keep things on track—without becoming a task robot.

  • Daily/Weekly Check-ins: Use Rocketlane’s dashboard to see what’s overdue or coming up. Don’t rely on email reminders alone.
  • Update Statuses: Mark tasks as “In Progress,” “Blocked,” or “Done.” It sounds basic, but it helps everyone see what’s holding things up.
  • Comment in Context: Use task comments to clarify blockers or ask questions—keep the back-and-forth inside Rocketlane when possible.
  • Automate Reminders, But Don’t Overdo It: Set up notifications for key deadlines, but don’t spam your own team.

What’s Worth Doing

  • Use the “My Tasks” view to see what’s on your plate.
  • Review project status once a week with your team (or more often if you’re onboarding a big customer).

What to Ignore

  • Don’t obsess over every minor step. If your team is spending more time updating Rocketlane than talking to customers, something’s off.
  • Resist the urge to use every field or label. Simple beats complex 99% of the time.

Step 5: Keep Customers in the Loop (But Don’t Overshare)

Rocketlane lets you share project progress with customers—but more isn’t always better. Here’s how to use this feature without overwhelming anyone:

  • Pick What’s Shared: Show customers only what’s relevant—milestones, upcoming meetings, key blockers—not every internal note.
  • Use Status Updates: Send regular summaries (weekly is usually enough) instead of real-time task-by-task notifications.
  • Collect Feedback: Use Rocketlane’s built-in forms or surveys to ask how things are going. But don’t make it another task for them.

Real talk: Some customers love transparency, others just want results. Adjust your approach to each customer—don’t force everyone into the same visibility model.

Step 6: Measure What Matters (And Ignore the Rest)

Too many tools drown you in analytics that don’t actually help. Focus on basics:

  • Time to Value: How long from kickoff to first big win?
  • Task Completion Rate: Are key tasks getting done on time?
  • Customer Feedback: Are they happy with the process, or just being polite?

Rocketlane’s reporting is decent, but don’t expect magic. If your team isn’t using the tool honestly, the data won’t mean much.

Quick tip: Every couple of months, review your templates and process. Cut what’s not adding value. Add only what’s genuinely useful.

Step 7: Adjust, Simplify, and Repeat

There’s no “set it and forget it” here. Customer needs change, your product changes, and your team will find better ways to do things. Here’s how to keep your Rocketlane setup useful:

  • Ask your team what’s working (and what’s a pain)
  • Tweak templates when you spot repeated bottlenecks or skipped steps
  • Remove tasks or phases that never actually get used
  • Don’t chase features just because they’re new—stick with what solves real problems

Wrapping Up: Keep It Simple, Keep It Honest

Rocketlane can definitely help you run a tighter customer success process—if you use it for what actually matters, not just for show. Start small. Make your templates and workflows as simple as possible. Don’t obsess over every metric or feature. The real win is getting your team and your customers to the finish line, not just filling out forms.

Iterate as you go. Keep what works, ditch what doesn’t. And remember: tools are only as good as the people using them—so make Rocketlane fit your team, not the other way around.