The startup days are the most exciting, yet most chaotic ones. You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team. At the startup stage, winning customers is a priority, sometimes at the expense of retention efforts. When teams are doing a bit of everything (and anything) it can be difficult to define proactive churn mitigation strategies.

1. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
10 Lessons For Your Startup
Customer Success Game Plan
Paul Philp
Founder & CEO, Amity
@pphilp

2. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Housekeeping!
Get your tweet on and join the conversation!
#CSwebinar
@GetAmity @pphilp
Q&A at the end – ask your questions in the question box
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3. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
What is a Startup?
The life of any startup can be divided into two parts –
before product/market fit and after product/market fit.
Before Product/Market Fit focus, obsessively on getting to
product/market fit. Do whatever is required to get to
product/market fit.
Marc Andreesen

4. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
What is Customer Success?
Customer Success is the function at a
company responsible for managing the
relationship between a vendor and its
customers. The goal of customer success it
to make the customer as successful as
possible, which in turn, improves customer
lifetime value for the vendor.
Wikipedia
Customer Success at a startup is about
getting customers to adopt the product.
Period.
Theory
Reality

5. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Invest in Customer Success Early
Customer success must be a core discipline of SaaS startups
from the very first day. Investing in Customer Success early
and often is essential to keeping a fast-growing SaaS
business’s momentum.

6. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Customer Success is Essential to
Product/Market Fit
To ensure customers maximize the value from a
constantly evolving product, a startup must provide on-
going training and persistent education in order to achieve
engagement and true product/market fit.

7. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Customer Success Provides the
Feedback
Needed to Achieve Product/Market Fit

8. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Align Customer Success and Product
Management

9. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
What You Should Look for In Your First
CSM?

10. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
How to Interview CSMs
✚

11. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
First, Focus on Time To Wow!
Wow! is the moment where
your customer suddenly
sees the benefit they get
from using your product,
and says to themselves
“Wow! This is great!”

12. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Then, Design your Onboarding Playbook

13. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
How to Organize Customer Success

14. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Start Small, Wear Many Hats, and Evolve

15. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Measure Customer Happiness

16. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Regularly Demonstrate Your Value

17. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Build A Customer Dashboard

18. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Automate Data Gathering
CRM
User Activity
KPIs and
Outcomes
MarketingEmail
Tickets
Billing and
Financial
NPS /
CSAT
Customer
Hub

19. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Elements of an Early Warning System
Risk
Knowledge
Response
Strategy
Monitoring
System
Signals
What Factors lead to higher
customer
Risk
Monitor all your sensors for
meaningful changes.
Monitoring
What signals provide he best
insight.
Signals
What actions will be taken.
Response

20. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Segment and Tier Your Customers
Segmentation and tiering happen later, but they are key to
Product Market Fit.

21. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Your customer command center

22. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
The Pre-Amity Command Center

23. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
From Chaos to Customer Success
Automatic Data Collection and Analysis
Renewals
Upselling
Retention
Referrals
Trial
Conversions
Growth
Productivity
Scalability
Visibility

24. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
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
Amity Key Features
Complete Customer Success Suite

25. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
A Package for Every Business
… & much more!

26. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
getamity.com/demo
Request a demo with Amity

27. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Q&A

28. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
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