Most people that I talk to in customer success have few years of experience. They are looking for a framework of drivers and outcomes and a way to communicate clearly to their internal teams - what is the customer success charter and what should be the metrics the team is responsible for. Here's an attempt to address that.

1. WWW.CUSTOMERSUCCESSSUMMIT.COM
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2. The Customer Success Business
Building and Running the Customer Success Machine
Guy Nirpaz,
CEO & Co-Founder, Totango
@guynipraz / guy@totango.com

3. is the leader in
Customer Success
250+
CUSTOMERS
+3M / 50M
Accounts / Monthly Active Users
$5.7B
OF SUBSCRIPTION

4. Leading Customer Success
Product
Totango is a veteran in a young market
KATE LEGGETT
VP, PRINCIPAL ANALYST
FORRESTER RESEARCH
“ ”

5. Customer Success in the Digital Economy

6. Contract Value
Value
Key Accounts
Upsell
Potential
Highest
Potential
Accounts
Accounts at
Risk
Low Value
Accounts
$$$$
Customer Success Machine  Optimize
CLTV
Customer Success Process & Team Success Business Success

7. Customer Success

8. Customer Success
Account and User Perspective

9. Customer Success Journey
Account and User Perspective
ONBOARDING

10. Customer Success Journey
Account and User Perspective
ADOPTION

11. Customer Success Journey
Account and User Perspective
ESCALATIONS

12. Customer Success Platform: http://www.totango.com/resources

13. Customer Success Platform: http://www.totango.com/resources

14. Team & Process Success

15. Customer Success Engagements
Type of engagement & triggers for engagements
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
• Escalation

16. Types of Engagements
Things that you do in calls, meeting, email conversation
Type Trigger and Frequency of Engagement
Onboarding new customers Upon contract signage
Onboarding new users Upon new user invitation
Business Reviews – review the attainment of business goals Periodic, monthly or quarterly
Usage review Weekly or monthly
Best practices consultations (domain specific) As a result of low value delivered
Consulting call Upon request
Feedback call Post every engagement and at least
monthly
Pre-escalation discovery Health or other critical metrics has dropped
Escalation Upon escalation

17. Customer Success Platform: http://www.totango.com/resources

18. Retaining – minimize customer
base revenue losses
Growing – maximize customer
base revenue growth
Business Success

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

20. Contract
Value
Value
Key
Accounts
Upsell
Potential
Highest
Potential
Accounts
Accounts at
Risk
Low Value
Accounts
$$$$
This is your customer base today

21. Contract
Value
Value
KeepUpsell
Potential
Grow
SaveIgnore
$$$$
Where to invest?

22. Important to note:
• The suggested framework is more subtle in reality
• Finding growth segments requires the ability to segment based on
multiple dimensions of value such as: license utilization, return on
investment (ROI), daily active users / monthly active users ratios
and more
• In many cases also, contract value is dependent on the plan and
target market of the customer, so the same framework needs to be
applied on a market segment basis as well

23. Customer Success Platform: http://www.totango.com/resources

24. Contract Value
Value
Key Accounts
Upsell
Potential
Highest
Potential
Accounts
Accounts at
Risk
Low Value
Accounts
$$$$
Customer Success Machine  Optimize
CLTV
Customer Success Process & Team Success Business Success

25. How to get started?
Request a product demo - http://www.totango.com/request-demo/
Contact Totango - http://www.totango.com/contact-us/

26. Where to learn more?
Customer Success Resource -resources.totango.com
Customer Success Videos - youtube.com/totango

27. Thank you!
Guy Nirpaz,
CEO & Co-Founder, Totango
@guynipraz / guy@totango.com