Customer Success Play by Stephanie Schatz, SVP Sales and Customer Success at Xamarin at the 2014 Customer Success Summit.

1. Produced byCustomer Success Summit 2014
Winning in 2014!
Think
Big
Start
Small
Move
Fast!

2. Produced byCustomer Success Summit 2014
2
Stephanie Schatz
SVP Sales and Customer Success
Xamarin Inc.
stephanie@xamarin.com
@she_travels
Delight Developers
Defining
The Customer Journey

3. Produced byCustomer Success Summit 2014
About Me
3
150+
Sharks
15
months
of
Travel
1
Horse

4. Produced byCustomer Success Summit 2014
Xamarin: Explosive Growth in 2.5 years
4
550,000+
Registered
Developers
30,000+
Added
per
Month
120+
Countries
with
Customers

5. Produced byCustomer Success Summit 2014
What led me to Customer Success
5
My
Background
How
I
see
Customer
Success
15
Years
in
Enterprise
SoIware
Sales
and
Success
Fluent
in
5
Languages
Have
Lived
and
Worked
in
7
Countries
…

6. Produced byCustomer Success Summit 2014
Xamarin’s Mission –Delight Developers
6

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7
Xamarin’s Customer Journey

8. Produced byCustomer Success Summit 2014
Recommended Customer Success Play
Defining
the
customer’s
conversion
point
Onboarding
new
paying
customers
No
restricBons
Clearly
define
your
customer’s
conversion
point
and
measure
your
CS
team
on
clearly
defined
conversion
metrics
–
based
on
customer
segmentaBon.
Example:
Xamarin
mid-­‐market
customer
has
launched
/
published
an
app
within
3
months
aOer
purchase.
Using
this
play
we
are
able
to
dramaBcally
increase
the
sBckiness
of
our
product
and
significantly
decrease
the
risk
of
churn.
8
Play
Name:
When
to
use:
RestricBons:
Play
Anatomy:
Comments:

9. Produced byCustomer Success Summit 2014
Lesson #1
9
Start by defining
and documenting
your customer
success process
and metrics.
Assign a project
manager and
make sure to
train the entire
project team.
Define success
criteria and
deadlines.
Over-communicate
results.
A
Customer
Success
Tool
Rollout
is
a
Classic
Enterprise
SoIware
implementaRon
Project

10. Produced byCustomer Success Summit 2014
Lesson #2
10
Think about
Customer
Success on day 1
of your company
–
not after year 1.
Keeping your
CRM data
clean needs to
be an ongoing
effort – every
month.
To start, focus
on your key
metrics only –
and incorporate
them in your
company’s
cadence.
Customer
Success
Tools
Are
Only
As
Good
As
Your
CRM
Data
Allows
Them
To
Be

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Lesson #3
11
Choose
a
Great
Company
to
Work
with
as
a
Business
Partner
They need to
supply you with
prescriptive
guidelines and
industry best
practices.
They are smart,
competent and
give you
reliable
ongoing
support.
They
are
fun
to
work
with!

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My Recommendations
12
There is no ‘one size fits all’ in Customer Success.
Stay up to date! Customer Success is a fast changing
industry – dedicate a set amount of time every week
to read recent articles and blog posts published by
Customer Success though leaders.
Implement à Iterate à Evolve

13. Produced byCustomer Success Summit 2014
We’re Hiring –Come join an awesome team!
13
Open Positions
o VP, Customer Success
o Customer Success Manager
o Account Manager
o Enterprise Success Manager
o Partner Manager
o And many more…

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Thank
You!