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How to Build the Ultimate Customer Success Board Presentation

Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized.

Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting.

In this webinar, you will learn:

The top three things every CS leader should include in their deck
What board members really want to know about Customer Success
How to blend metrics, tactics, and strategy into a seamless presentation
And much more

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How to Build the Ultimate Customer Success Board Presentation

  1. 1. How to Build the Ultimate Customer Success Board Presentation
  2. 2. Alfonso de la Nuez Co-Founder & CEO | UserZoom Kristina Shen Partner | Bessemer Venture Partners Nils Vinje VP Customer Success | Rainforest QA
  3. 3. CS forecast on target, strength with Strategics, headwinds in Core Brief Summary
  4. 4. Key Performance Indicators Net Renewal Rate Gross Renewal Rate Expansion % Logo Retention Strategic 98% 85% 13% 80% Core 70% 60% 10% 75% Total • NPS: 30 • Adoption: 400 enabled users, 8 transactions/month/user • Cost of Retention (Cost of CS / ARR): 12%
  5. 5. Key Performance Indicators KPI Q1 Q2 Q3 Q4 NRR GRR Expansion % Logo Retention NPS Adoption Usage Cost of Retention
  6. 6. Organization Update Updates on talent and team in Customer Success1 2 3 4 5
  7. 7. Infrastructure and Process Initiatives Key initiatives for the next quarter1 2 3 4 5
  8. 8. Customer Feature Win Loss
  9. 9. Special thanks to the CCO Summit team Romeo Leon | VP of Customer Success at CrowdFlower Jeffrey Piper | CCO, Content Cloud Services at SpringCM Chris Schulz | SVP Customer Success at Invoca Leanna Resseguie | Director of Customer Success and Support at Wizeline John Atkins | VP Global Customer Success at Dynamic Signal Heather Surber | VP Customer Success at FireMon Viken Eldemir | General Manager, Americas at Clarizen
  10. 10. Q&AQ&AQ&A