The document discusses Adam Waid's approach to customer success at Pardot. It involves developing a clear vision and values, focusing customer success efforts on the right accounts most in need of support to drive adoption, and rewarding customer-obsessed behaviors among the customer success team. Some key metrics are provided showing the impact of this approach, such as almost 90% of customers being touched by the team in the last fiscal year and a 13% increase in renewal rates.

1. Raving Fans
ABM Style
@adamwaid
​Adam Waid
​Director of Customer Success

2. Adam Waid
Director, Customer Success - Pardot
@AdamWaid

3. Raving Fans
Develop: Vision, values and strategy.
Focus: on the right accounts
Reward: customer-obsessed behaviors
​The Pardot Way
1
2
3
@AdamWaid

4. Vision, values and strategy.
@AdamWaid

5. V2MOM
@AdamWaid
Success Growth RetentionEFL

6. Increase Adoption
by focusing on the right accounts
@AdamWaid

7. Proactive Outreach
Scaleable success
Focus on accounts in need
Drive adoption

8. FY17 Success Team: Customer Engagement Rate
Almost 90% of Pardot customers touched by team in FY17

9. Unique Accounts
Touched
Total 1:Many
Attendees
Higher
Renewal Rate
4k 16k 13%increase
1:Many Programs
57% of accounts 250% increase YoY
Upsell
opportunities
Six
figures

10. Customer-obsessed behaviors
@AdamWaid

11. Customer Success is our Success
Identify “Success Stories”
Incentivize Customer Stories (internally and externally)
Recognize customer-obsessed individuals
#PardotLovesMe
@AdamWaid

12. Develop. Focus. Reward.
Keys to Raving Fans
@AdamWaid

13. “Pardot’s users consistently commend the
Product. Enterprise users recognized the tool as
a stand-out product to be used by marketing
teams. It received the highest average score
for ease of use, quality of support, and meets
requirements in marketing automation
(enterprise).”
Marty Duffy
Director of Research, G2 Crowd
Source
G2 Crowd Winner
Best Software 2017 List

14. Thank Y u
@AdamWaid