Customer Success Summit Breakout Session Presented by: Josh Hanewinkel, Sr. Director of Customer Success Mixpanel

1. Retaining Your Customer
Success Team

3. 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

4. Purpose Focused Employee Programs
• CSMs are especially focused on purpose—the “why” behind their roles.
• Three key programs:
• Impact You: Career Planningand Growth
• Impact Your Company: Special Projects
• Impact Others: The Ultimate Customer
Why?
Key Programs

5. Impact You

6. 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

7. Career Tracks
• Experience
Ranges
Across
the
IC
and
Management
Path
10+
5
2
Years
Management
Experience
²
VP
²
Director
²
Manager
²
Team
Leader
ü CS
Representative
ü CSM
ü Sr
CSM
ü CS
Executive
*Typical
time
in
role:
12-­‐24+
months
Years
of
CS
or
related
experience
2 5 10+

8. [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
-­‐ 1
Strength
-­‐ 2
Strength
-­‐ 3
Strength
-­‐ 4
Weakness
-­‐ 1
Weakness
-­‐ 2
Weakness
-­‐ 3
Weakness
-­‐ 4
Opportunity
-­‐ 1
Opportunity
-­‐ 2
Opportunity
-­‐ 3
Opportunity
-­‐ 4
Threat
-­‐ 1
Threat
-­‐ 2
Threat
-­‐ 3
Threat
-­‐ 4
Strengths Weaknesses
Opportunities Threats
Revenue
Relational
Technical
Consultative
Communication
Innovation
Characteristic
List Current
Skill
Aptitude Skill
Gap
Individual Career Development Plan

9. Impact Your Company

10. Special Projects
CSM Project
Name Summary Specific
Deliverables Completion
Date
Percent
Complete
John Renewal
Management
Define
renewal
management
at
Mixpanel,
including
the
strategies,
policies,
and
processes.
1) Define strategy,
process,
and
policies
2) Document
and
gain
cross-­‐functional
approval
3) 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 content
2) Define
timeline,
frequency,
audience
3) Gain cross-­‐functional
consensus March 31 75%
Doe Identifying Sales
Opps
Build
program
to
help
CSMs
identify,
nurture,
and
close
opportunities.
1) Develop
a
playbook
2) Develop
a
training
presentation
based
on
playbook
3) Partner
with
sales
enablement
to
deliver
training
March
31 85%
Contributing to the Greater Good

11. Impact Others

12. Focus on the Ultimate Customer
People, People, People…

13. Results

14. 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.

15. Q&A