Building Customer Success From The Ground Up

Building Customer Success From the Ground Up!

Agenda: What Will I Learn?

• Defining roles & goals • Establishing a Customer Success Methodology• Best Practices: Totango health profiles & delivering EBRs• Driving a Customer Success culture• Key metrics for Customer Success

About MeElizabeth Doherty, Director of Customer Success

PipelineDeals: CRM software to start, develop and grow your business.

Define Roles

• Customer Success vs. Support• Hiring best practices• Diversify skill set• Scale: ratio of customers to CSMs

Define Goals

• Customer Success Team KPIs• Drive adoption, retention, maximize value• S.M.A.R.T• Onboarding, EBRs, Health Score, Renewals

Customer Success Methodology

• Develop strategy: simple, reliable, customizable• Success framework: manage customer lifecycle• What is your customer’s end goal?• Identify trends: successful customer actions

Totango Health Profiles

• Drive outreach & strategy • Segment customer base• Attributes: desired customer behaviors• Create targeted email campaigns

Best Practices: High Impact EBRs

• Strategic vs. Tactical• Review goals: usage analytics & insights • Share product roadmap: enforce value!• Enough about me…• Gain agreement on success milestones• Solicit feedback: invite to beta test new features

Driving Customer Success Culture

• Company Alignment: avoid running in circles• Executive Team: gain support of goals• Sales handoff: understand commitments • Marketing: right message at the right time• Product: VOC, beta testers, product feedback

Customer Success Metrics

• Challenging Metrics: PipelineDeals experience• Decrease Churn: predicting trends

Accounts: 2.2%Seats: 1.5%Churn MRR: a work in progress

• Renewal: maintain 90%• Product Adoption: upward trend

Today’s Take-Aways

• Setup for success: definitive team goals & actionable plan• Totango: drive tactical strategy, deliver on metrics, inform customers• Customer Success: Company wide initiative• Talk to your customers! • Customer satisfaction and success comes first, revenue will follow.

Thank You!