CUSTOMER SUCCESS

MANAGEMENT
Tips For Building An Efficient Customer Success
Team
 Definition
 Goals & Objectives
 Roles of the Customer Success Manager
 Strategies
 Typical Interaction Points with Customer
 Key Performance Metrics
 Q&A

CONTENT
DEFINITION
 Understanding Customer Developing and
Goals Executing Success
Plan

Check Customers' Continuous Education

Usage of Product to Drive Value

GOALS & OBJECTIVES

 Provide Manage account
Collaborate to create
usage/adoption portfolio to ensure
success plan, drive
recommendations, health and
renewals, escalation
risk identification, and development up
point as needed
mitigation adoption ladder

ROLE OF CUSTOMER SUCCESS

MANAGER
 Contact based on e-mails
 Basic setup and configuration guidance
 Connection to community and support
 Automated delivery, invintation to live webinar

STRATEGIES: COMMUNITY
 Contact based on calls
 Review products
 Review goals and expectations, evaluate initial readiness and
risks
 Follow up
 Escalation of risky account

STRATEGIES: ENTERPRISE
 Personal contact
 Introduce resources and engagement model
 Begin transition from implementation
 Introduce Executive Outreach Program and Sponsor Selection
 Confirm key contacts

STRATEGIES: STRATEGIC
 First Days:
 Welcome e-mail/phone call
 Review roles and responsibilities
 Regular check-in to determine progress of rollout

TYPICAL INTERACTION POINTS WITH

CUSTOMER
 Success Plan:
 Develop Success Plan to determine customer's vision and goals for
using product
 Identify Key Success Metrics

TYPICAL INTERACTION POINTS WITH

CUSTOMER
 Plan

 Quarterly Business Reviews

 Review values of the product to customer Update Implement
 Tie in to Success Plan

Review

TYPICAL INTERACTION POINTS WITH

CUSTOMER
 Product Roadmap Discussion

TYPICAL INTERACTION POINTS WITH

CUSTOMER
EXAMPLE OF PRODUCT ROADMAP
 Engagement/Account Health
 % of accounts that are green
 Usage metrics of customer
 NPS/Satisfaction Reviews
 NPS scores
 % of surveys > 3.5 (out of 5)

KEY PERFORMANCE METRICS

An Bui & Santa Bensone

THANK YOU FOR YOUR ATTENTION

Q&A
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