how not to grow a customer success team in a startup

READY?

Customer Success Summit ! ! @ryan_engley

HOW!not!

TO GROW A CUSTOMER SUCCESS

TEAM IN A STARTUP

Customer Success Summit ! ! @ryan_engley

photo of old Unbounce

Customer Success Summit ! ! @ryan_engley

Customer Success Summit ! ! @ryan_engley

Customer Success Summit ! ! @ryan_engley Image courtesy Totango: http://blog.totango.com/2013/09/pro-customer-company-is-all-about-first-value/

Much Trials

So Targets!

How Customers

WOW

19%

Customer Success Summit ! ! @ryan_engley

1

PEOPLE HAD NO IDEA WHAT CUSTOMER SUCCESS DID

Customer Success Summit ! ! @ryan_engley

Customer Success Summit ! ! @ryan_engley

wha’!happen?

2

WE COULDN’T MEASURE THE CUSTOMER SUCCESS TEAM’S IMPACT

Customer Success Summit ! ! @ryan_engley

Customer Success Summit ! ! @ryan_engley

Called all new trials

Surveyed Customers

NPS Monitored user behaviour

Engaged inactive customers

Onboarded with lifecycle emails

Actually answered the phone

Shared feedback with product team

Solved bugs with QA

Live Chat Sent swag

Hosted meet ups

Monitored Churn

Newsletter Demos

Customer Satisfaction!

96%

3

MY TEAM WASN’T MOTIVATED

Customer Success Summit ! ! @ryan_engley

How do you build a motivated customer success team!that visibly & measurably!contributes to your company’s success?

Customer Success Summit ! ! @ryan_engley

Customer Success Summit ! ! @ryan_engley

Customer Success Summit ! ! @ryan_engley

Customer Success Summit ! ! @ryan_engley

Customer Success Summit ! ! @ryan_engley

Customer Success Summit ! ! @ryan_engley

Don’t Focus on What You Do

Customer Success Summit ! ! @ryan_engley

(nobody cares)

1

Customer Success Summit ! ! @ryan_engley

BUILD YOUR OWN CUSTOMER LIFECYCLE

2

MEASURE KPIs BETWEEN EACH PHASE

Customer Success Summit ! ! @ryan_engley

3

BUILD YOUR TEAMS AROUND YOUR KPIs

Customer Success Summit ! ! @ryan_engley

CUSTOMER SUCCESS

is

COMPANY SUCCESS