managing a fast growing customer success team
TRANSCRIPT
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Managing a Fast-Growing Customer Success Team
Paul Philp, @PphilpFounder & CEO, Amity
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
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Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Complexity is the Enemy of Scale.
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Coordination and
cooperationsimplify
complexity
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Roadmap for Scalability
Proactive
ChaoticRepeatable
Rigid
Capacity
Capability
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
CapacityPeopl
e
Technology
Knowl-edge
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Economics of Scaling
$
Time
Revenue
Costs
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Adding Capacity
Add 1 CSM per $1M to $2M ARR
Bias hiring towards domain-area or process knowledge.
Use technology to reduce FTE needs. Build new capabilities to deliver results as complexity increases.
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Capabilities
Processes
Tools
Assets
ProceduresMetrics (Data)
Strategies How We Create Vale, Scope of Customer Success
e.g. Onboarding, Internal Customer Knowledge
e.g. Tickets, Surveys, e.g. Self-service content, training materials,
e.g. Escalation Handling
e.g. Define Churn,
Internal Customer-facing
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Capabilities Build On Top of Each Other
Knowledge Base
Content FreshnessProcess
Effectiveness Testing
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Key Capability AreasVaries with Business Model
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
1) StrategyNegotiate Customer Success Mandate
Define How Customer Success Creates Value Customer Engagement
ModelCustomer Adoption Model
Negotiate Customer Success Funding Model
Conversion, Adoption, Renewal, Expansion
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
2) Financial ModelingSubscription Revenue
COGS
Gross Margin
15%
85%
Sales and Marketing 30%
CAC (Acquisition)CEC (Expansion)CRC (Retention)
65%20%15%
Development 12%G & A 12%
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
3) Segmentation (for Customer Success Strategy)
Company Size
Potential Revenue
Industry Geography
Lifecycle Stage
Target 1 Target 2 Target 3
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
4) Specialization
ConversionAdoptionRenewalExpansion
Industry 1 Industry 2
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
5) Talent Management
1. Skills (specialization)
4. Hiring & Compensation
1
324
2. Evaluation
3. Training & Development
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
6) Metric Management
Question Type Min Max Goal Actual Insight
Question Type Min Max Goal Actual Insight Custome
r ScoreCustomer Rank
Benchmark
Internal
Customer-facing
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
7) Performance ManagementIdentify Key Metrics for Each Specialization
Identify Key Metrics for Overall Team
Conversion Adoption
Renewal ExpansionEngagement
Customer and Dollar Churn
Implement Leaderboards
Tie Bonus Compensation to Key Metric Goals
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
8) Process Management
IdentifyProcess
Stages and Steps
Inputs / Outputs Tools / Assets Automation On-time
Performance Reporting
Playbook Design
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
9) Early Warning System
Adoption Indicators
Usage Indicators
Outcome Indica-tors Engagement Indi-cators
In-sightsHealth Scores
Action
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
10) Customer Feedback / Stories
Share anecdotal stories about customers and their successes and failures.
To the CS team.
To the Entire Company.
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Request a demo with Amitygetamity.com/demo
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Q & A
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Upcoming Webinar:Registrations open today, at 2:00pm ET
How to Define, Build, and Deliver a Remarkable Customer Experience
December 7th, at 1pm ETRegistrations open today, 2:00pm ET
Managing a Fast-Growing Customer Success Team#CSwebinar @GetAmity @Pphilp
Thank you for being here!
#CSwebinar