What I&#x27;ve Learned from Building 3 Customer Success Teams - CSSummit18

Presented by Ariel Utnik, Chief Customer Officer at Feedvisor, at Customer Success Summit 2018, Track 3.

Software

Secrets Revealed:
What I've Learned from
Building Three Customer
Success Teams

About Feedvisor
• Feedvisor helps Amazon sellers make millions of critical business decisions
based on big data
• The Customer Success group is the owner of customers’ revenue – renewals &
upsells
• The group includes CSMs, Support, Education, Professional Services,
Analysts, SMEs and Success Operation

My Journey
VP R&D - Clarizen VP CS - ClarizenQA, Customization and
Delivery
VP CS - Panaya CCO - Feedvisor

First Stop: Churn is a Problem
• KPI: Churn
• Main challenges
Churn is a huge problem… I didn’t see this churn
coming…

First Stop: Churn is a Problem
• What did I do wrong?
Very basic use
case and health
mapping
CS as the voice
of the customer
into the product
Success manager =
onboarding,
retention, support,
education, PS etc

First Stop: Churn is a Problem
• What did I do right?
Tier them Champion program –
identify and meet
your champions
Improved renewal
from 70% to 91%

First Stop: Churn is a Problem
• Key Learnings
You shouldn’t fight
churn, you should build
renewal
There are not many
supermans out there, build
your teams by profession
Identify who are
your Best and who are
your Churn customers

Second Stop: The Co-Pilot Can't Fly the Plane
• KPI: Overall Revenue and Churn
• Main challenge:
Project vs.
subscription DNA
Identify continuous
product value

Second Stop: The Co-Pilot Can't Fly the Plane
• What did I do wrong?
Try to improve renewals
through sales
CS is a revenue center
and not a cost center

Second Stop: The Co-Pilot Can't Fly the Plane
• What did I do right?
Analyze and improve
the correlation between
usage and renewal
Show me the money !
(ROI)
GO and meet them !

Second Stop: The Co-Pilot Can't Fly the Plane
• Key Learnings :
If you want to fly the plane,
make sure you are in the pilot
seat
“In God we believe, in data we
trust"

Third Stop: Own Your Customers from A-Z
• KPI: Onboarding conversion, Churn, Upsell
• Main challenges:
#1 reason for churn:
“not enough value”
Trusted advisor
vs. Upsell
Three month exit
point

Third Stop: Own Your Customers from A-Z
• What did I do right?
Build a proactive
customer journey
The software pays for
itself (before and
after)
Success Operation –
the CSM of the CSM

Third Stop: Own Your Customers from A-Z
• In Process
Customer marketing
Churn prediction
(Big Data + AI to
predict churn)
CSM cockpit (one
place, best practice
with learning loop)

A good Customer Success Manager has...
 Account Management Skills
 Product/Domain Knowledge
 Consultant Skills
Excellent

What is your Customer Success target?
Proactive
Reactive
RevenueHappiness

You can forget everything, but remember these 3 points:
1. Customer obsession
2. Think data, talk ROI
3. It’s not a sprint - be ready for a marathon

From Customer Success Summit 2017 - Adam Avramescu, Director of Optiverse and Customer Education at Optimizely, discusses "Customer Education - The Scale Engine for Customer Success". 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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