Presented by Shachar Avrahami, Customer Success Operations Manager at Feedvisor, at Customer Success Summit 2018, Track 2. Take your Customer Success Operations practice to the next level. In this session, you will hear on how to maximize your CS enablement, prove ROI of your processes and constantly improve your practice.

1. Success Operations 2.0
Operations as a Product

2. Introduction
• Feedvisor is an AI algorithmic platform that enables Amazon sellers to make millions of critical business decisions
• The Customer Success group is the owner of existing customers’ revenue – renewals & upsells
• The group (over 35 members) includes CSMs, Support, Education, Professional Services, Analysts, SMEs
and Operations
• I joined Feedvisor 3 years ago, as the 9th member of the Customer Success group
 Established the Professional Services practice
 Established the Success Operations practice
• Fan of Pizza. Pineapple Pizza. <3

3. My name is Shachar, and I own a product.
cs_operations
My product is ‘Success Operations’.

4. What is the ‘Operations’ Product?
Drive the
effectiveness
and efficiency
of the
Customer
Success team
Mission
Strategy – Identifying customer segments and build optimal
engagement models, executing processes, identifying
customers at risk
Reporting & Metrics - Make the business function smarter,
with better decisions based on analysis and data
Customer Success Enablement - Increase the productivity
of the customer-facing team members
Source: Customer Success Operations: Learnings from the Industry

5. Meet the ‘Operations’ Team
• Define strategy,
roadmap and
features to
improve the
product
Product
• Implement product
requirement,
working with other
tools to support
the ‘Operations’
product
Delivery
• Showing ongoing
value to the CSMs
to increase
adoption
Customer
Success
• In charge of
training the team
and manage
dedicated
Knowledge Base
Support &
Education
This is the organizational chart…

6. ‘Operations’ Product Practice

7. Roadmap Management
Involve CSMs as Design Partners / Beta
Allow ‘Enhancement Requests’ to improve your
product for a specific CSM
Rely on data to support decisions
Do market research to be ahead of the industry
Work in ‘sprints’ and share Release Notes and
Roadmap
Define strategy
on where we
want to be?
Understand
your customers
(CSMs) needs
and provide
solutions

8. Feature Process
Identify Define Implement Train Monitor Measure
ExecutionPlanning Adoption

9. Feature Process
Identify Define Implement Train Monitor Measure
ExecutionPlanning Adoption

10. ‘Operations’ Success Practice

11. The CSM of the CSMs
Source: What Are The Customer Lifecycle Stages?
Goal: Show value, increase adoption and prevent ‘churn’
• Onboarding – training new employees on processes, tools, KPIs (2-4 meetings in first 60-days)
• Nurture – increase the adoption of the ‘Operations’ product – show value and prove success
• Expansion – the CSMs will use various use-cases and processes
• Churn – the CSMs stop relying on the ‘Operations’ product (not following processes
or using the tools)
• ROI = KPIs

12. The CSM of the CSMs
Success Operations 1x1 (QBRs)
• Quarterly meetings with each of the CSMs
• Understanding the CSMs KPIs and how we can utilize ‘Operations’ product to
better impact; Understanding Customer Health Score
• Improve process adoptions
• Give additional value, define action items for next meeting + follow up

13. ‘Operations’ Roadmap – Q2

14. ‘Operations’ Roadmap Q2
Success Health Score (how can I measure my success?)
• Define criteria to measure the ‘Operations’ product’s success and adoption
• What is expected from CSMs while using the ‘Operations’ product?
• Same structure as Customer Health Score
• Way to measure Operations success, not CSMs!

15. ‘Operations’ Roadmap Q2
cs_operations_bot (how can we maximize efficiency?)
• One-stop-shop for all CSMs action items and activities
• The CSM will be able to make decisions and execute
actions
• We will be able to analyze and optimize the action items
based on decisions and results

16. Take-aways
• Provide an End-to-End solution to your features (implementation, documentation, training and measuring the
performance)
• Measurement is a tool for enablement and not the goal for itself
• Combine CSMs requirements into your roadmap – don’t be an obstacle, but a part of the solution
• Do not fall in love with the processes. If it doesn’t work - throw it in the bin
• Communication - transparency is key for success

17. Thank you!