Customer Success Growth - Doubling Down for Retention & Upsells

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Customer Success Growth - Doubling Down for Retention & Upsells - Presented by Jill Nicholson, Head of Customer Success at Chartbeat at our NYC Roadshow on Oct. 28. 2015.

Technology

Customer Success Growth
DOUBLING DOWN FOR RETENTION & UPSELLS
JILL NICHOLSON, Head of Customer Success

CUSTOMER SUCCESS GROWTH:  
Doubling Down for Retention & Upsells
JILL NICHOLSON
jill@chartbeat.com
JILL NICHOLSON
jill@chartbeat.com
What are we building?!
CUSTOMER SUCCESS GROWTH:  
Doubling Down for Retention & Upsells
FOR HEADLINES
FOR VIDEO
FOR HOMEPAGES
FOR HISTORICAL

CUSTOMER SUCCESS GROWTH:  
Doubling Down for Retention & Upsells
JILL NICHOLSON
jill@chartbeat.com
We partner with
major media sites
and brands,
including 80% of
the top U.S. online
publishers.!
Who are we working with?!

CUSTOMER SUCCESS GROWTH:  
Doubling Down for Retention & Upsells
JILL NICHOLSON
jill@chartbeat.com
How do we get it done?!

CUSTOMER SUCCESS GROWTH:  
Doubling Down for Retention & Upsells
JILL NICHOLSON
jill@chartbeat.com
Setting the right targets!
  Deﬁne long-term revenue goals
  Assess revenue distribution
  Set expansion goals by cohort
  Build new CSM team structure

CUSTOMER SUCCESS GROWTH:  
Doubling Down for Retention & Upsells
JILL NICHOLSON
jill@chartbeat.com
Digging into the data !
  Product usage
  Support needs
  Organizational structure
  Upsell potential

Deﬁning the ideal !
Customer Success Manager!

CUSTOMER SUCCESS GROWTH:  
Doubling Down for Retention & Upsells
JILL NICHOLSON
jill@chartbeat.com
Assessing the candidate pool!
BACKGROUND
  SaaS
  Technology
  Sales
  Publishing

Creating a comprehensive!
Onboarding Program!

CUSTOMER SUCCESS GROWTH:  
Doubling Down for Retention & Upsells
JILL NICHOLSON
jill@chartbeat.com
Building key knowledge bases!
  Product
  Business
  Customers
  Approach

CUSTOMER SUCCESS GROWTH:  
Doubling Down for Retention & Upsells
JILL NICHOLSON
jill@chartbeat.com
Benchmarking and coaching!
  Set quotas and KPIs
  Identify bottlenecks
  Build improvement plan
  Revamp 1:1 structure

Continuing to focus on!
Customer Success at scale!

CUSTOMER SUCCESS GROWTH:  
Doubling Down for Retention & Upsells
JILL NICHOLSON
jill@chartbeat.com
Thank you.

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This document discusses how to effectively set goals to make an impact in an organization. It recommends structuring goals in a framework that increases value for customers, monetary value for the company, non-monetary value, and development. Goals should be measurable, agreed upon, and help foster collaboration both within and across teams. Joint goals across departments can influence the entire company to work towards shared objectives. Overall goals are critical for management as they provide clarity, accountability, planning, and learning.

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Customer Success Growth - Doubling Down for Retention & Upsells

1. Customer Success Growth DOUBLING DOWN FOR RETENTION & UPSELLS JILL NICHOLSON, Head of Customer Success

2. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com JILL NICHOLSON jill@chartbeat.com What are we building?! CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells FOR HEADLINES FOR VIDEO FOR HOMEPAGES FOR HISTORICAL

3. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com We partner with major media sites and brands, including 80% of the top U.S. online publishers.! Who are we working with?!

4. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com How do we get it done?!

5. Transitioning to a! expansion charter!

6. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com Setting the right targets!   Deﬁne long-term revenue goals   Assess revenue distribution   Set expansion goals by cohort   Build new CSM team structure

7. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com Digging into the data !   Product usage   Support needs   Organizational structure   Upsell potential

8. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com Digging into the data !   Product usage   Support needs   Organizational structure   Upsell potential KEY TAKEAWAY: Each tier of accounts had a different set of needs in terms of Customer Success.

9. Deﬁning the ideal ! Customer Success Manager!

10. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com Assessing the candidate pool! BACKGROUND   SaaS   Technology   Sales   Publishing

11. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com Assessing the candidate pool! BACKGROUND   SaaS   Technology   Sales   Publishing PERSONALITY   Communication Coachability   Collaboration   Curiosity

12. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com Assessing the candidate pool! BACKGROUND   SaaS   Technology   Sales   Publishing PERSONALITY   Communication Coachability   Collaboration   Curiosity HOW DO WE TEST FOR THESE TRAITS?

13. Creating a comprehensive! Onboarding Program!

14. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com Building key knowledge bases!   Product   Business   Customers   Approach

15. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com Building key knowledge bases!   Product   Business   Customers   Approach KEY TAKEAWAY: Formally assess  knowledge at regular intervals to tailor   curriculum to the CSM.

16. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com Benchmarking and coaching!   Set quotas and KPIs   Identify bottlenecks   Build improvement plan   Revamp 1:1 structure

17. Continuing to focus on! Customer Success at scale!

18. CUSTOMER SUCCESS GROWTH:   Doubling Down for Retention & Upsells JILL NICHOLSON jill@chartbeat.com Thank you.

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