Presented by Ernie Fontes, Director of Client Success at Innography at Totango's Customer Success Roadshow.

1. ©2015 INNOGRAPHY, INC. :: CONFIDENTIAL 1©2015 INNOGRAPHY, INC. :: CONFIDENTIAL OCTOBER 1, 2015
Ernie Fontes
Director, Client Success - Innography
September 29, 2015
Building a CS Team for High
Retention

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Corporate Objectives
Build and maintain a world-class CS team of highly skilled
professionals
Segmented Client Model
– Regional CSM’s – Platinum, Gold & Strategic
• F2F
• SABR’s
– Commercial CSM’s – Low-Touch
Increase ARR Renewal %
Increase Product Upsell %
Onboard New Logos
Client Advocate & Trusted Advisor

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Audience
Intellectual Property Experts
– CEO
– President & CEO
– President - Global Innovation Center
– Chief Intellectual Property Counsel
– SVP, Patent Portfolio Manager
– SVP - Technical EPO Manager Enterprise Patent Office
– Senior Vice President Technology and IP Operations
– Patent Enforcement Operations & Strategy Counsel
– Director of Intellectual Property and Technology Transfer
– Director,Technology Acquisition and Licensing
– IP Competitive Intelligence Analyst

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Raise the Bar
Mid to Senior Level Professionals
7 to 11Years of Experience
Solid Technical Expertise
Proven Client Relationship Skills
Strong Business Acumen
Excellent Communication Skills
Thought Leader

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Resources
Innography Career Webpage
Outside Recruiter
Referrals

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Qualification
HR Pre-Screens Resume
Director, Client Success
Reviews Resume
Candidate Takes Predictive
Index Survey
Interview with Director, Client
Success
Interview with VP, Client
Success

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Predictive Index
Develop Role Specific Profiles
Set Company, Manager and
Employee Up for Success
Assists with Understanding:
– Acceptance of Direction;
Responsibility; Authority;
Challenge; Change
– Communication – Normal/
Pressure; Conformity;
Cooperation; Concentration;
Criticism – Giving/Taking
– Decision Making Style
– Reaction to Deadlines
– Details; Follow-Up;
Independence; Influence
Others
– Learning Style; Listening;
Loyalty
– Pace; Problem Solving; Risk
Taking
– Team Orientation;
Professional Stamina;
Empathy

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Interview Process
CEO
President
VP, Client Success
Director, Client Success
------------
VP, Sales
VP, Marketing
CSM
CS Services Manager
------------
2 Employees (Culture)

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Compensation
PayScale Market Reports
Base Salary - 70th+ Percentile
MBO - 15% to 20% of Base
Salary
– Renewals
– Upsell
– Performance
Total Comp in the 75th to 90th+
Percentile

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High Retention
Client Retention (since 1/1/2014)
– Churn reduced by 40%
CS Team Retention
– Today – Staff of 20 (6 CSM’s)
– Attrition – 2
• 1 Moved out of country
• 1 Changed career path
Last CSM Hire
– 155 Resumes submitted
– 10 Asked to take the Predictive Index Survey
– 5 First round interviews
– 2 Formal interviews

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CS Tools

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Thank You!