The document discusses the key aspects of customer success, including analyzing the customer journey based on value creation, defining KPIs to measure success, creating a feedback loop between customers and products, and conducting constant experimentation. It notes that customer success means customers achieve value greater than their investment. The customer success team at Sefaira grew to 15 CSMs across multiple offices supporting over 500 architecture firms worldwide.

1. Back to Basics:
The Simple Recipe for Customer Success

2. NewYork • London • Sydney
Sustainability.Performance.Design.
Back to Basics:
The Simple Recipe for Customer
Success

3. CONSUMES 40%
OF GLOBAL ENERGY
EMITS 24%
OF GLOBAL CARBON
THE BUILT ENVIORNMENT:

4. About Sefaira
Founded in 2009 To create software For sustainable building design
Customer success team grows
to 15 CSMs and AMsacross
NewYork, London & Sydney,
supporting 500+ AEC firms
worldwide and 130+
Universities
Cloud based/SAAS model
First product launched in
2012
Acquired by in 2016

5. Confidential. Copyright © 2015 Sefaira Ltd.
• Analyzing the customer journey based on value creation
• Defining KPIs to measure success
• Being the voice of the customer and creating a feedback loop
• Constant experimentation
Agenda:

6. Confidential. Copyright © 2015 Sefaira Ltd.
Customer Success ≠happy customers
• Customer success is when your customer achieves value, a return
greater than the investment made in your product
• Since CS is a revenue driver, build your organization around value
creation

7. Confidential. Copyright © 2015 Sefaira Ltd.
Support
Activities Infrastructure: Salesforce,Zendesk,Totango,Amplitude,Wizeline
Human Resource Management:recruiting/hiring CSMs,AMs,support
Technology Development:CS-PM,feedback loop
Customer
Acquisition
Onboarding Training Support Services
Primary Activities
Create value for clients & a competitive advantage for your firm

8. Confidential. Copyright © 2015 Sefaira Ltd.
Customer value leads to key decisions
Onboard
ing
Training Support Services Renewal
Project-based training Expansion to other
project teams

9. Confidential. Copyright © 2015 Sefaira Ltd.
KPIs
Leading indicators:
• Onboarding status
• Customer health/product usage
• # of users
• Success stories
• Net promoter scores (NPS)
Measure what you want to manage
Trailing indicators:
• Bookings
• Churn, #clients,MRR
• Customer lifetime value (CLV)
• CLV:CAC

10. Confidential. Copyright © 2015 Sefaira Ltd.
Feedback loop between customer and product
Customer CS PM
• Proactive outreach
• Onboarding
• Training
• Support
• Services
• QBRs
• Friction
• New features
• Product/market fit
• Re-occurring value/stickiness
• Opportunity to increase MRR
• Wizeline, Zendesk, JIRA
• Weekly PM/CS meetings

11. Confidential. Copyright © 2015 Sefaira Ltd.
Improvement through experimentation
Customer success should
be trained to use data to
put forward hypotheses
that improve the product
and increase value for
customers

12. Confidential. Copyright © 2015 Sefaira Ltd.
• Analyzing the customer journey based on value creation
• Defining KPIs to measure success
• Being the voice of the customer and creating a feedback loop
• Constant experimentation
What we covered:

13. Confidential. Copyright © 2015 Sefaira Ltd.
ThankYou
Sandeep Menon
Vice President Customer Success
+1 202 834 9241
Sandeep.menon@sefaira.com
Twitter: @ByMenon
Sefaira Inc.
115 East 23rd Street,11th floor
NewYork,NY 10010
Sustainability.Performance. Design.