(Customer Success)3
Customer Success Cubed
How to succeed in Customer Success?
The simplest guide you’ll ever find

agenda
Customer success is actually very simple

Customer Success3
Managing the
CUSTOMER
SUCCESS
PROCESS
SUCCESS
BUSINESS
SUCCESS
1. Success of your Customer
2. Success of your Process/Team
3. Success of your Business
$$$

Business Success  Maximize Customer Lifetime Value$$$
PRIMARY GOALS
• Customer Retention
• Upsell
ADDITIONAL GOALS
• Customer Advocacy
• Customer Satisfaction

Customer Success
Account and User Perspective

Customer Success
Account and User Perspective
ONBOARDING

Customer Success
Account and User Perspective
ADOPTION

Customer Success
Account and User Perspective
ESCALATIONS

Success Engagements
So what is the customer success process?
EVENT BASED
• Drop in health
• New product release
• Renewal date is approaching
• New team members
PERIODIC
• Business review
• Monthly training session
JOURNEY BASED
• Onboarding
• Adoption

Set of Engagement Types
Touch points: Call, Meeting, Email Conversation
• On board new customers [initial training]
• Training
• Business Reviews – goals attainment
• Usage review calls [monthly review call]
• Best practices related calls [domain specific]
• Product roadmap / product validation call
• Consulting Call
• Planning Call
• Feedback Call

Customer Success3
Is the success of
CUSTOMER
SUCCESS
PROCESS
SUCCESS
BUSINESS
SUCCESS
1. Success of your Customer
2. Success of your Process/Team
3. Success of your Business
$$$

(Customer Success)3
Customer Success Cubed
How to succeed in Customer Success?
The simplest guide you’ll ever find