From Customer Success Summit 2017 - Justin Oberbauer, VP Customer Success at ProsperWorks, discusses "How to Deliver a Scalable Enterprise Onboarding Experience to Your SMB Customers". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.

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Full Service Onboarding for
your Small Customers

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About Me
• VP Customer Success
• Joined in February 2016
• CS from the ground up
• Nimblefish, RR Donnelley,
Symphony Commerce
• 2 years since 1st paying customer
• Based here in SF
• 120 Employees
• Launched in Feb 2015

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• “Why did we buy this?”
• “Where do we start?”
• “What do I do with all this data?!”
• “I need my team to adopt it”
• “Can you train my team?”
Sound familiar?
47% of CRM implementations Fail!
They need help!

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Can you provide an enterprise quality onboarding for
the Smallest Customers?
• 5-20 Employees
• $3000 ACV
• Monthly contracts / No commitments

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Everyday Starts Green

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3 Principles
1: TRANSITIONS
2: EXPECTATIONS
3: OWNERSHIP
Slide borrowed from Guy Nirpaz. Thanks Guy!
PROMISED LAND

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Transitions
● Run with it
● establish confidence
● keep the momentum
● don’t drop the ball

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Ownership
For better or worse,
CS owns their success
● establish
● communicate
● maintain momentum

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Pipeline Health
Dashboard
gives us a snapshot
into progression and
avoid
Failure to Launch

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Be Prescriptive
Meeting 1 Customer Effort Meeting 2 Training
✅ Discovery
✅ WorkFlow
DataMap
✅ Config
✅ Review
✅ Integrations
✅ Advanced
Team
✅ Individual
✅ Field Set-up
✅ Import
Teams
✅ Pipelines
Have a plan and stick to it.
Optimize the standard to segment and desired outcome = Success Criteria

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Automation is
Sales
Onboarding
PM
Transition
Form
Creates
OPP
Welcome Email to Customer
● Invite to Webinars
● Calendly for Setting the
first Call

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Let data determine progress

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Measure Adoption at 60 days AFTER onboarding
● Variable Comp based on Adoption
Days 60-90
● Align with long term Success
● Supports goal of Account Manager

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Take-away/Lessons Learned
• Practice with manual process, but automate quickly afterwards
• Emphasize Goals on future adoption
• Limit Sales hand-off to predetermined Value Prop Fields with optional text to
constrain the success criteria variance
• Communicate importance of responsiveness

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THANK YOU

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Q&A