Managing a Fast Growing Customer Success Team
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The abilities of your team expand as your SaaS business grows, but managing a fast-growing team has many challenges. More people means more processes to implement, more metrics to monitor, and more efforts to coordinate. There are many things you can start doing right now to deal with these challenges, set up for long-term success, and ensure your team is well managed every step of the way.
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Managing a Fast Growing Customer Success Team
- 1. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Managing a Fast-Growing Customer Success Team Paul Philp, @Pphilp Founder & CEO, Amity
- 2. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Housekeeping! Get your tweet on and join the conversation! #CSwebinar @GetAmity @Pphilp Q&A at the end – ask your questions in the chat box! We will send the slides to everyone soon
- 3. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Complexity is the Enemy of Scale.
- 4. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Coordination and cooperation simplify complexity
- 5. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Roadmap for Scalability Proactive Chaotic Repeatable Rigid Capacity Capability
- 6. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Capacity People Technology Knowledge
- 7. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Economics of Scaling $ Time
- 8. 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.
- 9. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Capabilities Processes Tools Assets Procedures Metrics (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
- 10. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Capabilities Build On Top of Each Other Knowledge Base Content Freshness Process Effectiveness Testing
- 11. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Key Capability Areas Varies with Business Model
- 12. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp 1) Strategy Negotiate Customer Success Mandate Define How Customer Success Creates Value Customer Engagement Model Customer Adoption Model Negotiate Customer Success Funding Model Conversion, Adoption, Renewal, Expansion
- 13. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp 2) Financial Modeling Subscription Revenue COGS Gross Margin 15% 85% Sales and Marketing 30% CAC (Acquisition) CEC (Expansion) CRC (Retention) 65% 20% 15% Development 12% G & A 12%
- 14. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp 3) Segmentation (for Customer Success Strategy) Company SizePotential Revenue Industry Geography Lifecycle Stage Target 1 Target 2 Target 3
- 15. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp 4) Specialization Conversion Adoption Renewal Expansion Industry 1 Industry 2
- 16. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp 5) Talent Management 1. Skills (specialization) 4. Hiring & Compensation 1 3 24 2. Evaluation 3. Training & Development
- 17. 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 Customer Score Customer Rank Benchmark Internal Customer-facing
- 18. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp 7) Performance Management Identify Key Metrics for Each Specialization Identify Key Metrics for Overall Team Conversion Adoption Renewal Expansion Engagement Customer and Dollar Churn Implement Leaderboards Tie Bonus Compensation to Key Metric Goals
- 19. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp 8) Process Management Identify Process Stages and Steps Inputs / Outputs Tools / Assets Automation On-time Performance Reporting Playbook Design
- 20. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp 9) Early Warning System Adoption Indicators Usage Indicators Outcome Indicators Engagement Indicators Insights Health Scores Action
- 21. 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.
- 22. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Request a demo with Amity getamity.com/demo
- 23. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Q & A
- 24. 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 ET Registrations open today, 2:00pm ET
- 25. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp Thank you for being here! #CSwebinar