READY?	

Customer Success Summit ! !	

 @ryan_engley
HOW!
not!
TO GROW A
CUSTOMER SUCCESS
TEAM IN A STARTUP	

Customer Success Summit ! !	

 @ryan_engley
photo of old
Unbounce	

Customer Success Summit ! !	

 @ryan_engley
Customer Success Summit ! !	

 @ryan_engley
Customer Success Summit ! !	

 @ryan_engley	

Image courtesy Totango: http://blog.totango.com/2013/09/pro-customer-company...
Much Trials	

So Targets!	

How Customers	

WOW
19%	

Customer Success Summit ! !	

 @ryan_engley
1	

PEOPLE HAD NO
IDEA WHAT
CUSTOMER
SUCCESS DID	

Customer Success Summit ! !	

 @ryan_engley
Customer Success Summit ! !	

 @ryan_engley
wha’!
happen?
2	

WE COULDN’T
MEASURE THE
CUSTOMER
SUCCESS
TEAM’S IMPACT	

Customer Success Summit ! !	

 @ryan_engley
Customer Success Summit ! !	

 @ryan_engley	

Called all new trials	

Surveyed Customers	

NPS	

 Monitored user
behaviour...
Customer Satisfaction!
96%
3	

MY TEAM WASN’T
MOTIVATED	

Customer Success Summit ! !	

 @ryan_engley
How do you build a
motivated customer
success team!
that visibly & measurably!
contributes to your company’s success?	

Cu...
Customer Success Summit ! !	

 @ryan_engley
Customer Success Summit ! !	

 @ryan_engley
Customer Success Summit ! !	

 @ryan_engley
Customer Success Summit ! !	

 @ryan_engley
Customer Success Summit ! !	

 @ryan_engley
Don’t Focus on 

What You Do	

Customer Success Summit ! !	

 @ryan_engley	

(nobody cares)
1	

Customer Success Summit ! !	

 @ryan_engley	

BUILD YOUR
OWN CUSTOMER
LIFECYCLE
2	

MEASURE KPIs
BETWEEN EACH
PHASE	

Customer Success Summit ! !	

 @ryan_engley
3	

BUILD YOUR
TEAMS AROUND
YOUR KPIs	

Customer Success Summit ! !	

 @ryan_engley
CUSTOMER
SUCCESS	

is
COMPANY SUCCESS
How not to grow a customer success team in a startup
How not to grow a customer success team in a startup
How not to grow a customer success team in a startup
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How not to grow a customer success team in a startup

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Customer Success Play by Ryan Engley, Director of Customer Success at Unbounce, at the 2014 Customer Success Summit.

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How not to grow a customer success team in a startup

  1. 1. READY? Customer Success Summit ! ! @ryan_engley
  2. 2. HOW! not! TO GROW A CUSTOMER SUCCESS TEAM IN A STARTUP Customer Success Summit ! ! @ryan_engley
  3. 3. photo of old Unbounce Customer Success Summit ! ! @ryan_engley
  4. 4. Customer Success Summit ! ! @ryan_engley
  5. 5. Customer Success Summit ! ! @ryan_engley Image courtesy Totango: http://blog.totango.com/2013/09/pro-customer-company-is-all-about-first-value/
  6. 6. Much Trials So Targets! How Customers WOW
  7. 7. 19% Customer Success Summit ! ! @ryan_engley
  8. 8. 1 PEOPLE HAD NO IDEA WHAT CUSTOMER SUCCESS DID Customer Success Summit ! ! @ryan_engley
  9. 9. Customer Success Summit ! ! @ryan_engley
  10. 10. wha’! happen?
  11. 11. 2 WE COULDN’T MEASURE THE CUSTOMER SUCCESS TEAM’S IMPACT Customer Success Summit ! ! @ryan_engley
  12. 12. Customer Success Summit ! ! @ryan_engley Called all new trials Surveyed Customers NPS Monitored user behaviour Engaged inactive customers Onboarded with lifecycle emails Actually answered the phone Shared feedback with product team Solved bugs with QA Live Chat Sent swag Hosted meet ups Monitored Churn Newsletter Demos
  13. 13. Customer Satisfaction! 96%
  14. 14. 3 MY TEAM WASN’T MOTIVATED Customer Success Summit ! ! @ryan_engley
  15. 15. How do you build a motivated customer success team! that visibly & measurably! contributes to your company’s success? Customer Success Summit ! ! @ryan_engley
  16. 16. Customer Success Summit ! ! @ryan_engley
  17. 17. Customer Success Summit ! ! @ryan_engley
  18. 18. Customer Success Summit ! ! @ryan_engley
  19. 19. Customer Success Summit ! ! @ryan_engley
  20. 20. Customer Success Summit ! ! @ryan_engley
  21. 21. Don’t Focus on 
 What You Do Customer Success Summit ! ! @ryan_engley (nobody cares)
  22. 22. 1 Customer Success Summit ! ! @ryan_engley BUILD YOUR OWN CUSTOMER LIFECYCLE
  23. 23. 2 MEASURE KPIs BETWEEN EACH PHASE Customer Success Summit ! ! @ryan_engley
  24. 24. 3 BUILD YOUR TEAMS AROUND YOUR KPIs Customer Success Summit ! ! @ryan_engley
  25. 25. CUSTOMER SUCCESS is COMPANY SUCCESS

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