Customer Success Meetup 21.3.2018 Tal Arabov, Director of Customer Success at WhiteSource (https://www.whitesourcesoftware.com/), shares the unique story of building a customer success organization at WhiteSource. How to gain retention and growth while working with some challenging customers. And the important contribution the customer success team had in driving company’s phenomenal growth.

1. Customer Success as a Growth Engine
The story of WhiteSource

2. About WhiteSource

3. About WhiteSource
• All-in-one licensing, security, quality and reporting solution for managing open source
components.

4. The WhiteSource Story
Always staying one step ahead of the market since 2011
2011 2013 2014 2015 2016 2017
Founded
4 Employees
Inventory &
Licenses
7 Employees
Security
10 Employees
Quality
15 Employees
Shift Left
25 Employees
Growth!
$10M Funding!
75 Employees
• US office
• Executive team

5. Customer Success at WhiteSource

6. The Start
• Joined to WhiteSource on Sep 2016
• Responsibility: Customer Support & Customer Success
• ~ 130 customers
How to approach?
Learn the product
Prepare a HL plan
Visibility on current status

7. HL Plan
Customer
Segmentation
Prioritization
• Contract Size
• Growth Potential
• Rand Reputation
Health Report
Visibility
• Map data sources
• Define a tool
(Automatic report in
Excel)
• Define KPI’s and
Thresholds.
On-Boarding
Successful deployment
• Define process
• Monitor
QBRs
Deepen relationship
• Customer-WS
Activity-Value
Review
• Deployment
Optimization
• Roadmap
• …

8. Customer Segmentation
Prioritization
65%
25%
10%
Silver Gold Platinum
Contract Size
Brand
Reputation
Growth
Potential

9. Health Report
Visibility
SF WS DB
Ticketing
System
Commercial Data Usage Data Tickets Activity
Data Sources:

10. On-Boarding Plan
Successful Deployment
Closed Won
Segmentation
and CSM
assignment
Transition
form
Introduction
email
Send
‘Welcome to
WhiteSource’
letter
Transition Plan:

11. On-Boarding Plan
➢ Silver Customers
➢ Gold Customers
➢ Platinum Customers
‘Welcome to
WhiteSource’
letter
On-Boarding
Session
Offline
monitoring
‘Welcome to
WhiteSource’
letter
On-Boarding
session
Milestones
follow-up with
customers
Summary +
Signoff
‘Welcome to
WhiteSource’
letter
KO meeting
On-Boarding
session
Milestones
follow-up
with customer
Summary +
Signoff

12. Pre Kickoff Kicked off Integration Configuration Signoff
Follow-up
meeting after
a month
On-Boarding Phases

13. Customer Success Team
➢ 3 CSMs in IL (May 2017)
➢ 2 CSMs in US (Jan 2018)
➢ Training plan, accounts transferring, scalability, monitoring,
escalations…
➢ Team goals, individual goals and additional KPI’s:
➢ Renewal rate (accounts)
➢ Renewal rate (Value)
➢ Time for On-Boarding
➢ Average health

14. (Quarterly) Business Review
➢Current usage
➢New features
➢Roadmap
➢Blue prints
➢Get feedback from the customer
➢Next steps

15. Upsell Plan
Goal: highlight accounts with high potential for upsell
➢ ‘Growth Potential’ score
➢ Usage analysis
➢ Company size, acquisitions

16. Customer Journey It is all about relationship
0 1 2 3 4 5 6 7 8 9 10 11 12
Sale On-
Boarding
Session
Follow-
up
Checkup
call
Mid year
review
Start
renewal
process
Renewal
0 1 2 3 4 5 6 7 8 9 10 11 12
Sale On-Boarding
process
Follow-
up
Checkup
call
Mid year
review
Start
renewal
process
Renewal
0 1 2 3 4 5 6 7 8 9 10 11 12
Sale On-Boarding process Follow-
up
Mid year
review +
QBR
Checkup
call
Checkup
call
Start
renewal
process
+ QBR
Renewal
➢Silver Customers
➢Gold Customers
➢Platinum Customers

17. Summary

18. Customer Centric Company
Customer
Customer
Success
SalesSupport
Product R&D
Management

19. Our wins!
Being Pro-Active Improve Health ScoreGreat Team Work Increase Renewal Rate

20. Thank
You!
Tal Arabov, Director of Customer Success, WhiteSource
Tal.arabov@whitesourcesoftware.com
www.whitesourcesoftware.com