How not to grow a customer success team in a startup

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

Business

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-is-all-about-ﬁrst-value/

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

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

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

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?

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

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