Post on 09-Jan-2017
Retaining Your Customer Success Team
Scaling is easy. Scaling intelligently is hard.
Growth is a magnifying glass. If you have a tiny diamond and you put it under a magnifying glass, then you’ll make something big and great.
But if it’s just kind of a tiny piece of sh*t, then it's just going to be a big piece of sh*t, right?
“
”- Andrew Chen, Growth Hacker
Purpose Focused Employee Programs
• CSMs are especially focused on purpose—the “why” behind their roles. • Three key programs:
• Impact You: Career Planning and Growth• Impact Your Company: Special Projects• Impact Others: The Ultimate Customer
Why?
Key Programs
Impact You
Customer Success Characteristics
Consultative
Communication
Innovation
Relational
Technical
Revenue
Defining and solving complex business problems
Ability to understand and communicate complex product scenarios with customers
Ability to own and deliver churn reduction and account expansion
Communicating and collaborating with customers and cross-‐functional groups
Contributing to product and company improvement and development
Developing and leveraging customer relationships
Career Tracks• Experience Ranges Across the IC and Management Path10+
5
2
Years Managem
ent Experience
²VP
²Director
²Manager
²Team Leader
ü CS Representativeü CSM
ü Sr CSM
ü CS Executive
*Typical time in role: 12-‐24+ monthsYears of CS or related experience
2 5 10+
[Employee Name | Manager Name | Date Plan Set]
CURRENT POSITION:
[Title Goes HERE]9-‐24 mo. target 12-‐36 mo. target 5 YEAR GOAL
PERSONAL SWOT CUSTOMER SUCCESS CHARACTERISTIC DEVELOPMENT
Strength -‐ 1Strength -‐ 2Strength -‐ 3Strength -‐ 4
Weakness -‐ 1Weakness -‐ 2Weakness -‐ 3Weakness -‐ 4
Opportunity -‐ 1Opportunity -‐ 2Opportunity -‐ 3Opportunity -‐ 4
Threat -‐ 1Threat -‐ 2Threat -‐ 3Threat -‐ 4
Strengths Weaknesses
Opportunities Threats
Revenue
Relational
Technical
Consultative
Communication
Innovation
Characteristic List Current Skill Aptitude Skill Gap
Individual Career Development Plan
Impact Your Company
Special Projects
CSM Project Name Summary Specific Deliverables Completion Date
Percent Complete
John RenewalManagement
Define renewal management at Mixpanel, including the strategies, policies, and processes.
1) Define strategy, process, and policies2) Document and gain cross-‐functional
approval3) Develop playbook for AEs and CSMs
April 30 50%
Jane Onboarding Survey Revamp
Redevelop onboarding survey to better align to cross-‐functional needs/requests.
1) Develop content2) Define timeline, frequency, audience3) Gain cross-‐functional consensus March 31 75%
Doe Identifying Sales Opps
Build program to help CSMs identify, nurture, and close opportunities.
1) Develop a playbook2) Develop a training presentation based on
playbook3) Partner with sales enablement to deliver
training
March 31 85%
Contributing to the Greater Good
Impact Others
Focus on the Ultimate CustomerPeople, People, People…
Results
Retaining Top CSMs
• Spend as much time developing programs for your CSMs as you do developing programs for your customers.• Get ahead of career management. HR can’t do it for you.• It doesn’t cost money…but, it does cost time. • Commit to making the time.
Q&A