Effective Customer Success is an essential activity for every growing SaaS Business. The challenges of proactive Customer Success grow as the team scales. What are the best strategies for scaling Customer Success?

1. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Paul Philp, @Pphilp
Founder and CEO, Amity
10 Strategies for Scaling Customer Success

2. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Housekeeping!
Get your tweet on and join the conversation!
#CSWebinar
@GetAmity @Pphilp
Q&A at the end – ask your questions in the chat box!
(if we run out of time, tweet or email us)

3. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
From Unscalable to Scalable
Unscalable Scalable

4. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
It just evolved …
When any Customer
Success organization starts
to scale, it always has
processes, practices and
data that just evolved.
Manual
Ad hoc
Unproductive
Error Prone

5. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
The foundations of scalability.
Customer
Visibility
Scalability
Start Small and
Iterate.

6. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
10 Strategies for Scaling Customer
Success1. Define Customer Success.
2. Segment Your Customers.
3. Understand Your Customer Journey.
4. Define Your Core Processes.
5. Data Management.
6. Identify Warning and Opportunity
Signals.
7. Prioritization.
8. Specialization.
9. Automation.
10.Define KPIs and Goals.

7. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Define Customer Success.
What is
Customer
Success
mandate?
What is the
relationship with
Sales?
Onboarding? Adoption? Renewal? Expansion?
Handoff?
Account
Management?
Contracts?
What is the
relationship with
technical
support?
Are CSMs reacting to
tickets/questions?

8. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Segment Your Customers.
Segment 1
Customer Success Strategy.
Segment 3
Customer Success Strategy
Segment 2
Customer Success Strategy

9. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Understand Your Customer Journey.Outcomes
Time
Onboarding
Adoption
Success
Review
Renewal
Expansion

10. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Define Your Core Processes.
Onboarding
Implementation
Adoption
Renewal
Upsell
Escalation
Standardized
processes can
reduce new
employee
onboarding time
significantly.

11. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Data Management.
The process of ensuring
you have data you can
trust.
Data is the heart of
scaling customer
success. It has to be
right.
Pulling it all together
requires a plan.

12. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Identify Warning and Opportunity Signals.
SignalSource Measure 1 Measure 2 Measure 3
Business Outcomes
Adoption
Delivery and Operations
Customer Feedback
Relationship
Outcome1 > Y Outcome2 + 10% Outcome 2 > Goals
Logins > 75 Key Feature + 10% Licenses > 80%
Onboarding On Time
NPS > Z
Executive Left
Focus on the
corrective action
you will take
when a signal is
true.

13. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Prioritization.
Focus on the most
important customer
right now.
This can be done
automatically using
the signals defined
above.

14. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Specialization.
Initially, everybody does
everything to support the
customer.
This becomes chaotic as the
volume of customers
increases.
CSMLeader
Onboarding
Adoption
Expansion

15. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Automation.
Use your signals
as triggers for
automation.
Rule-based Customer
Email
Notifications
Process Kickoff
Task Assignment

16. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Define KPIs and Goals.
Measure the impact
of the changes you
make.
Keep what works.
Constantly iterate
and improve.
Conversion Rate
Onboarding Success
Adoption Rate
Churn Rate
Expansion Rate
Customer Health
Customer Outcomes

17. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
10 Strategies for Scaling Customer
Success1. Define Customer Success.
2. Segment Your Customers.
3. Understand Your Customer Journey.
4. Define Your Core Processes.
5. Data Management.
6. Identify Warning and Opportunity
Signals.
7. Prioritization.
8. Specialization.
9. Automation.
10.Define KPIs and Goals.

18. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
The Open Customer Success Platform.

19. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
The Pre-Amity Command Center

20. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
From Chaos to Customer Success
Automatic Data Collection and Analysis
Renewals
Trial
Conversions
Visibility
Upselling
Retention
Referrals
Growth
Productivity
Scalability

21. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Amity Key Features
Complete Customer Success Suite
Data
Integration
CRM
Email
Support
Billing
Marketing
Activity
Outcomes
Customer
Insight
Health Score
Trends
Alerts
Engagement
KPIs
Outcomes
Workflow
Automation
Rules
Playbooks
Notifications
Customer
Email
Tasks
Real-time
Lifecycle
Management
Visual
Goals
Drill Down
Historical
Performance
Reporting
Dashboards
Team
Performance
Account
Performance
Portfolio
Performance

22. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Simplify
Day to Day
Workflow
Unify all
Customer
Data
Highlight
Churn /
Upsell
Focus on
the Right
Customer
Automate
Routine
Tasks Early
Warning
System
Amity Benefits
Dramatically Improve CSM Productivity

23. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Request a demo with Amity
getamity.com/demo

24. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Q & A

25. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Upcoming webinar on November 2nd at 1pm ET:

26. 10 Strategies for Scaling Customer
Success
#CSWebinar @GetAmity
Thank you for being here!
#CSWebinar