Success Showcase: How Tanium Built a High-Touch …...Why Customer Success? TAM Sales Activity /...
Transcript of Success Showcase: How Tanium Built a High-Touch …...Why Customer Success? TAM Sales Activity /...
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Success Showcase: How Tanium Built a High-Touch CS Model to Complement a Unique Team & Technology
Issara SrunDirector, Customer
Success
Adrian BeckSenior Director,
Customer Success
©2018 Gainsight. All Rights Reserved.
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• Security and Ops Resilience• 1 server. Millions of endpoints• 650 employees. 400+ customers• On-premises + subscription • CS launched in Sept, 2017• 10 CSMs in wider TAM team of 250
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Agenda
• Context: Why Customer Success at Tanium?
• Challenges: What obstacles did we need to overcome?
• Solution: Design, Test, Build Customer Success at Tanium
• Impact: KPIs, Qualitative, and Cross-Functional Impact
• Q&A
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Why Customer Success?
TAMSales
Activity / Attention on Customer
Lead Sales Deployment In Service Advocacy
Full
Proactive
Reactive
POC
“the account is in support mode…”“we’re only used in a couple of niche use cases…”“we have our weekly call. That’s about it….”“we manage the account on Slack…”
• No Pro Services• No hidden fees• No hand offs• No hierarchy• No bureaucracy
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Our Challenges
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Revenue Growth
80%Customer Retention
100%Net Retention
150%
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Are We Confident That Customer ‘X’ Is Going To
Renew?
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1. Fully deployed?2. Receiving value from us?3. Engaged at the right levels?
Is the customer…
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TAM Skill AreasPre-Sales
Implementation
Customer Support
QA
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CSM Skill Areas
Consulting
Project Mgmt
Service Mgmt
CSM
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TAMSales
Lead Sales Deployment In Service Advocacy
Full
ProactivePOC
Reactive
The observed gapActivity / Attention on Customer
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CSM solution
TAMSales
Activity / Attention on Customer
Lead Sales Deployment In Service Advocacy
Full
POC
CSM / CSM Enablement
Skills: Consultative, Operational, Programmatic
Focus: Consumption, Value, Retention, Process
Proactive
Reactive
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Our Solution
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No segmentation
Every customer is High Touch
Segment the role, not the customer
High Touch CSM
Low Touch CSM
Advisory CSM
Breadth of Customer Success
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Health Scorecard
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Example: Account Reporting > DSRs and CADs
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Example: Account Reporting > DSRs and CADs
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Example: Account Reporting > DSRs and CADs
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Our Impact
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"Having Tanium’s CSM really understand the business has resulted in many ideas not only being conceived but being delivered”
CISO – Top UK Bank
"It really takes 3 roles to deliver customer success (AM/CSM/TAM). We LOVE the CSM model…how do we get it across all of our other accounts?!?!"
Tanium Sales for Fortune 20 Customer
In other words…
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What Now?• Hiring and scaling unicorns• Refine Low Touch and Advisory models• Instilling CS mojo!• Refine metrics • Refine customer journey • Push the boundaries in the field
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Key Learnings & Take Aways
• Design, test and deploy
• Align with your culture
• Apply what is appropriate. Fill in the gaps
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Q&A