Retaining Your Customer Success Team

•

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Totango

Customer Success Summit Breakout Session Presented by: Josh Hanewinkel, Sr. Director of Customer Success Mixpanel

Scaling is easy. Scaling intelligently is hard.
Growth is a magnifying glass. If you
have a tiny diamond and you put it
under a magnifying glass, then you’ll
make something big and great.
But if it’s just kind of a tiny piece of
sh*t, then it's just going to be a big
piece of sh*t, right?
“
”- Andrew Chen, Growth Hacker

Purpose Focused Employee Programs
• CSMs are especially focused on purpose—the “why” behind their roles.
• Three key programs:
• Impact You: Career Planningand Growth
• Impact Your Company: Special Projects
• Impact Others: The Ultimate Customer
Why?
Key Programs

Customer Success Characteristics
Consultative
Communication
Innovation
Relational
Technical
Revenue
Defining
and
solving

complex
business
problems
Ability
to
understand
and

communicate
complex
product

scenarios with
customers
Ability
to
own
and
deliver

churn
reduction
and

account
expansion
Communicating and

collaborating
with
customers

and
cross-‐functional
groups
Contributing
to
product
and

company
improvement and

development

Developing
and
leveraging

customer
relationships

Career Tracks
• Experience
Ranges
Across
the
IC
and
Management
Path
10+
5
2
Years
Management
Experience
²
VP
²
Director
²
Manager
²
Team
Leader
ü CS
Representative
ü CSM
ü Sr
CSM
ü CS

Executive
*Typical
time
in
role:
12-‐24+
months
Years
of
CS
or
related
experience
2 5 10+

[Employee Name | Manager Name | Date Plan Set]
CURRENT

POSITION:

[Title
Goes
HERE]
9-‐24
mo.
target 12-‐36
mo.
target 5
YEAR
GOAL
PERSONAL
SWOT CUSTOMER
SUCCESS
CHARACTERISTIC
DEVELOPMENT
Strength
-‐ 1
Strength
-‐ 2
Strength
-‐ 3
Strength
-‐ 4
Weakness
-‐ 1
Weakness
-‐ 2
Weakness
-‐ 3
Weakness
-‐ 4
Opportunity
-‐ 1
Opportunity
-‐ 2
Opportunity
-‐ 3
Opportunity
-‐ 4
Threat
-‐ 1
Threat
-‐ 2
Threat
-‐ 3
Threat
-‐ 4
Strengths Weaknesses
Opportunities Threats
Revenue
Relational
Technical
Consultative
Communication
Innovation
Characteristic
List Current
Skill
Aptitude Skill
Gap

Individual Career Development Plan

Special Projects
CSM Project
Name Summary Specific
Deliverables Completion

Date
Percent

Complete
John Renewal
Management
Define
renewal
management

at
Mixpanel,
including
the

strategies,
policies,
and

processes.
1) Define strategy,
process,
and
policies
2) Document
and
gain
cross-‐functional

approval
3) Develop playbook
for
AEs
and
CSMs
April 30 50%
Jane Onboarding

Survey
Revamp
Redevelop
onboarding
survey

to
better
align
to
cross-‐
functional
needs/requests.
1) Develop content
2) Define
timeline,
frequency,
audience
3) Gain cross-‐functional
consensus March 31 75%
Doe Identifying Sales

Opps
Build
program
to
help
CSMs

identify,
nurture,
and
close

opportunities.

1) Develop
a
playbook
2) Develop
a
training
presentation
based
on

playbook
3) Partner
with
sales
enablement
to
deliver

training
March
31 85%
Contributing to the Greater Good

Focus on the Ultimate Customer
People, People, People…

Retaining Top CSMs
• Spend as much time developing programs for your CSMs as you do
developing programs for your customers.
• Get ahead of career management. HR can’t do it for you.
• It doesn’t cost money…but, it does cost time.
• Commit to making the time.

Salesforce has built success at scale over 17 years by developing key programs and processes. They launched a customer success program in 2003 and have since grown it to include 3000+ people supporting 150k+ customers. Salesforce scales customer engagements through a combination of process, data, technology, and people. They measure success through metrics like invitation rates, engagement rates, usage increases, and customer satisfaction.

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Goal-Oriented Technology

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Retaining Your Customer Success Team

1. Retaining Your Customer Success Team

3. Scaling is easy. Scaling intelligently is hard. Growth is a magnifying glass. If you have a tiny diamond and you put it under a magnifying glass, then you’ll make something big and great. But if it’s just kind of a tiny piece of sh*t, then it's just going to be a big piece of sh*t, right? “ ”- Andrew Chen, Growth Hacker

4. Purpose Focused Employee Programs • CSMs are especially focused on purpose—the “why” behind their roles. • Three key programs: • Impact You: Career Planningand Growth • Impact Your Company: Special Projects • Impact Others: The Ultimate Customer Why? Key Programs

5. Impact You

6. Customer Success Characteristics Consultative Communication Innovation Relational Technical Revenue Defining and solving complex business problems Ability to understand and communicate complex product scenarios with customers Ability to own and deliver churn reduction and account expansion Communicating and collaborating with customers and cross-‐functional groups Contributing to product and company improvement and development Developing and leveraging customer relationships

7. Career Tracks • Experience Ranges Across the IC and Management Path 10+ 5 2 Years Management Experience ² VP ² Director ² Manager ² Team Leader ü CS Representative ü CSM ü Sr CSM ü CS Executive *Typical time in role: 12-‐24+ months Years of CS or related experience 2 5 10+

8. [Employee Name | Manager Name | Date Plan Set] CURRENT POSITION: [Title Goes HERE] 9-‐24 mo. target 12-‐36 mo. target 5 YEAR GOAL PERSONAL SWOT CUSTOMER SUCCESS CHARACTERISTIC DEVELOPMENT Strength -‐ 1 Strength -‐ 2 Strength -‐ 3 Strength -‐ 4 Weakness -‐ 1 Weakness -‐ 2 Weakness -‐ 3 Weakness -‐ 4 Opportunity -‐ 1 Opportunity -‐ 2 Opportunity -‐ 3 Opportunity -‐ 4 Threat -‐ 1 Threat -‐ 2 Threat -‐ 3 Threat -‐ 4 Strengths Weaknesses Opportunities Threats Revenue Relational Technical Consultative Communication Innovation Characteristic List Current Skill Aptitude Skill Gap Individual Career Development Plan

9. Impact Your Company

10. Special Projects CSM Project Name Summary Specific Deliverables Completion Date Percent Complete John Renewal Management Define renewal management at Mixpanel, including the strategies, policies, and processes. 1) Define strategy, process, and policies 2) Document and gain cross-‐functional approval 3) Develop playbook for AEs and CSMs April 30 50% Jane Onboarding Survey Revamp Redevelop onboarding survey to better align to cross-‐ functional needs/requests. 1) Develop content 2) Define timeline, frequency, audience 3) Gain cross-‐functional consensus March 31 75% Doe Identifying Sales Opps Build program to help CSMs identify, nurture, and close opportunities. 1) Develop a playbook 2) Develop a training presentation based on playbook 3) Partner with sales enablement to deliver training March 31 85% Contributing to the Greater Good

11. Impact Others

12. Focus on the Ultimate Customer People, People, People…

13. Results

14. Retaining Top CSMs • Spend as much time developing programs for your CSMs as you do developing programs for your customers. • Get ahead of career management. HR can’t do it for you. • It doesn’t cost money…but, it does cost time. • Commit to making the time.

15. Q&A

Retaining Your Customer Success Team

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