Running a retention business at a 94% retention rate

About Me

Helps  people  see  and  understand  data  

Before Customer Success

2 Main Challenges

Customer Engagement Model

1-­‐10  days 90  days 6  Months 90  days  prior  to  expire

Onboarding  

+Introduction  +Understanding  key        contacts  +  Timeline  to  deploy

Installation  Call  

+  Have  they  installed?

Health  Check

+  Is  the  customer  receiving  value?

Renewal  Process    

+  Are  you  renewing?

Customer Segmentation

Commercial  Transactional  “Landed”  Accounts

Online  (Saas)  Customers  

Commercial  Server  Customers

Enterprise  Server  Customers

Strategic  Customers

•Onboarding•Install  Check•Health  Check•MR  Sales  Cycle

Customer  Success  Manager

• Installation  Call• Heavy  Automation  • MR  Sales  Cycle

Customer  Renewal  Manager

Customer  Advocacy  Manager•Executive  Relationship  Management•Focus  on  Successful  Usage•Drive  Customer  User  Community• On-­‐site  Tableau  Day  Activities

Online  Customer  Success  Manager

• Higher   touch  • Smaller  territories  • More  technical  • MR  Sales  Cycle  

Sales Influence

Take-away/Lessons Learned

• Proactivity is key

• Develop an engagement model that helps customers get to value quickly

• Customer Segmentation – Understand one size does not fit all

Challenge #2 CSM Hiring and Ramping

CSM Profile and Hiring

• Behavioral Interviewing

• Product Demo during the interview process

• Networking happy hours

• Interview days

Ramp Plans

• 2 week corporate boot camp

• CSM Ramp Plans

• CSM Mentor program

• Certifications and internal tool certifications

Results

• Doubled CSM team while increasing performance

• Shortened ramp time to 30 days

• Elevated CSM conversations quicker

Take-away/Lessons Learned

• Understand your CSM profile and hire against that profile

• Establish a solid mentorship program

• Ensure certifications or accountability check ins

Q&A