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