The abilities of your team expand as your SaaS business grows, but managing a fast-growing team has many challenges. More people means more processes to implement, more metrics to monitor, and more efforts to coordinate. There are many things you can start doing right now to deal with these challenges, set up for long-term success, and ensure your team is well managed every step of the way.

1. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Managing a Fast-Growing
Customer Success Team
Paul Philp, @Pphilp
Founder & CEO, Amity

2. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Housekeeping!
Get your tweet on and join the conversation!
#CSwebinar
@GetAmity @Pphilp
Q&A at the end – ask your questions in the chat box!
We will send the slides to everyone soon

3. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Complexity is the
Enemy of Scale.

4. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Coordination
and
cooperation
simplify
complexity

5. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Roadmap for Scalability
Proactive
Chaotic
Repeatable
Rigid
Capacity
Capability

6. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Capacity
People
Technology Knowledge

7. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Economics of Scaling
$
Time

8. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Adding Capacity
Add 1 CSM per $1M to $2M ARR
Bias hiring towards domain-area or process knowledge.
Use technology to reduce FTE needs.
Build new capabilities to deliver results as complexity increases.

9. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Capabilities
Processes
Tools
Assets
Procedures
Metrics
(Data)
Strategies How We Create Vale, Scope of Customer Success
e.g. Onboarding, Internal Customer Knowledge
e.g. Tickets, Surveys,
e.g. Self-service content, training materials,
e.g. Escalation Handling
e.g. Define Churn,
Internal Customer-facing

10. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Capabilities Build On Top of Each Other
Knowledge
Base
Content
Freshness
Process
Effectiveness
Testing

11. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Key Capability Areas
Varies with Business Model

12. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
1) Strategy
Negotiate Customer Success Mandate
Define How Customer Success Creates Value
Customer Engagement Model
Customer Adoption Model
Negotiate Customer Success Funding Model
Conversion, Adoption, Renewal, Expansion

13. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
2) Financial Modeling
Subscription Revenue
COGS
Gross Margin
15%
85%
Sales and Marketing 30%
CAC (Acquisition)
CEC (Expansion)
CRC (Retention)
65%
20%
15%
Development 12%
G & A 12%

14. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
3) Segmentation (for Customer Success
Strategy)
Company SizePotential Revenue Industry Geography Lifecycle Stage
Target 1 Target 2 Target 3

15. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
4) Specialization
Conversion
Adoption
Renewal
Expansion
Industry 1 Industry 2

16. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
5) Talent Management
1. Skills
(specialization)
4. Hiring &
Compensation
1
3
24
2.
Evaluation
3. Training &
Development

17. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
6) Metric Management
Question Type Min Max Goal Actual Insight
Question Type Min Max Goal Actual Insight
Customer
Score
Customer
Rank
Benchmark
Internal
Customer-facing

18. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
7) Performance Management
Identify Key Metrics for Each Specialization
Identify Key Metrics for Overall Team
Conversion Adoption Renewal Expansion
Engagement
Customer and Dollar Churn
Implement Leaderboards
Tie Bonus Compensation to Key Metric Goals

19. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
8) Process Management
Identify
Process
Stages and
Steps
Inputs / Outputs Tools / Assets Automation
On-time
Performance
Reporting
Playbook Design

20. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
9) Early Warning System
Adoption Indicators
Usage Indicators
Outcome Indicators
Engagement Indicators
Insights
Health Scores
Action

21. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
10) Customer Feedback / Stories
Share anecdotal stories
about customers and their
successes and failures.
To the CS team.
To the Entire Company.

22. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Request a demo with Amity
getamity.com/demo

23. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Q & A

24. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Upcoming Webinar:
Registrations open today, at 2:00pm ET
How to Define, Build, and Deliver a
Remarkable Customer Experience
December 7th, at 1pm ET
Registrations open today, 2:00pm ET

25. Managing a Fast-Growing Customer Success Team #CSwebinar @GetAmity @Pphilp
Thank you for being here!
#CSwebinar