By Julia Guyadeen, Gainsight Ellen Stafford, Customer Success Manager at Vidyard Zach Boisi, Lotame Presented at Pulse Conference 2015.

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Balancing Success Priorities at a Startup
Moderator: Julia Guyadeen, Gainsight
Ellen Stafford, Customer Success Manager at
Vidyard
Zach Boisi, Lotame

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Customer Success
Manager at Vidyard
Ellen Stafford

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About Vidyard
B2B video hosting and analytics platform
Close the loop between video views and revenue
Turn viewers into customers
100s of customers from startups to enterprise
Fast growth company with a small CSM team

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Balancing Success Priorities at Vidyard
So much to do,
but where do we
start?

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Balancing Success Priorities at Vidyard
Tackle our
biggest
challenges first

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Balance Success Priorities at Vidyard
Define the Customer
Success Role
at Vidyard

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Balance Success Priorities at Vidyard
Solve the Information Silo

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Balance Success Priorities at Vidyard
Build scalable and efficient processes

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Balance Success Priorities at Vidyard
What’s Next?

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THANK YOU

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VP, Global Client Success
Zach Boisi INSERT
YOUR
PHOTO
HERE
INSERT
YOUR
PHOTO
HERE
LOTAMELOTAME

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Lotame History
Feb-2014 May-2015
# of Clients 75 120
Location of
Clients
~85% of business generated in
North America
30-35% of business comes from
Global/International companies
Team Client Operations: 7
Total Company: 60
Global Client Success: 25
Total Company: 105
Client Success
Footprint
Maryland Maryland, New York City, London,
Singapore, Sydney
Tools Salesforce, Gainsight,
ZenDesk, Email, IM, Phone
Salesforce (Sales, Service,
Community), Gainsight, HipChat
Lotame is a data management platform (DMP) that lets marketers, agencies and
publishers harness audience data to make smarter marketing, product and business
decisions. The company has been around for 6 years, having recently pivoted our
business ~3 years ago.
When, where and how do you start “growing up”?

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Balance Success Priorities
People ProcessSystems
In early 2014, we determined three critical areas for improvement
and established Priorities within each, in order to scale our
support model for a growing Client base:

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Priority #1: People
Your people are your most valuable asset!
•Understand what people love (and hate)
about their jobs
•Determine best team structure and
reporting lines
•Establish a team culture
•Put feet on the ground
•Provide consistent feedback and constant
coaching
•Develop your individuals… and your
managers
•Set clear goals
•Reward for performance

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Priority #2: Process
Put yourself in your customers’ shoes
•Understand the full Customer lifecycle
• Lead Generation 
• Sales / Sales Engineer 
• Onboarding 
• Ongoing Support
•Avoid too many hand-offs
•Make a good first impression
•First 90 days are the most important
•Focus internally (Client Success) and externally (Cross-Functional)
•Document all processes and create templates
•Train all stakeholders on new processes
•Ask customers for feedback
•Be flexible, as you consider edge-cases and long-tail customers

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Priority #3: Systems
Determine where systems could
compliment/improve your processes
•Evaluate different vendors
•Ask for references
•Play in the sandbox
•Don’t be afraid to ask/negotiate
•Identify & train proper users
•Understand integration capabilities
•Increase your systems budget

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Example: Segmenting Clients into Service Tiers
People
•Created Platform Services & Education Team
•Moved an individual from SAM to Community Manager
Process
•Developed clear documentation & templates for each Tier
for all cross-functional teams (CS, Sales, Legal, etc.)
•Highlighted Community in all steps of Lifecycle
Systems
•Transitioned from ZenDesk to Saleforce
•Trained employees and Clients on tools
•Gave access to many different teams
Words of Advice: at a Startup, everything is a priority, so take the time to step
back frequently, develop team members, fail forward… and have fun!!!
As our Client base grew, it was no longer scalable to provide the same
level of dedicated service to all Clients, so we created three Service Tiers.

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THANK YOU