Presented by Patrick Horne, VP of Client Success at Phreesia, at Customer Success Summit 2018, Track 2.

1. Our Year In
Review: Scaling
to New Heights

2. Meet Your Presenter
Pat Horne
VP, Client Success
15 years of experience in enterprise client success
and client engagement teams.
Since joining Phreesia in 2009, I have helped
develop Phreesia’s client success team by
continually assessing and refining our strategy to
ensure we deliver the best possible experience to all
of our clients.
Phreesia is relentlessly client-focused.

3. 70M
check-ins annually
6M
staff hours
saved annually
80%
patients pay at
time of service
15%
of US population
touched by Phreesia
159M
insurance
checks annually
About Phreesia
• Founded in 2007
• Healthcare IT company
• 400 employees (CS team of 50)
• Head office in Manhattan, CS team in Ottawa,
Canada
• Market leaders in patient intake

4. Challenges Starting 2017
 CSM’s were “jack-of-all-trades”
 Team was largely reactive
 The team grew proportionally to
client base growth and scaled
through headcount.
 Lack of repeatable processes,
playbook’s and consistency
 Determining client health was
manual and labor intensive
Reactive Proactive Intelligent Agile
Support-like function.
Largely unknown.
No process definition
No systems of record.
Excel & Word.
Relationship
Management. Business-
facing.
Some defined
processes.
Basic CRM & usage
data. No integrations.
Adoption Champions.
Playbooks, Survey’s &
Advocacy. Sales-CSM
collaboration.
Customer health
insights. System
suggests actions.
Business Process
Expertise
CS is org philosophy.
Seamless CS processes
across segments.
Sophisticated Customer
Lifecycle Management
system
Client Success Maturity Model
*Source: Totango Customer Success Summit 2017, Microsoft Presentation
Start of 2017

5. Entering 2017, We Had Three Main Goals…
Continue to improve the client experience
1
Redesign CS team for scalability
2
Implement and measure repeatable processes
2

6. How Did We Do It?
Specialization
Technology
Standardization

7. Specialization

8. Specialization
9
SAM
Revenue
Generators
 Upsell cross sell
team
By specializing the different components of CS organization we were able to
effectively account plan, engage in value driving conversations, and better
launch upsell client initiatives in a more scalable way.
Queue
Product Experts
 Configuring our
clients more
efficiently and
effectively than
ever before
TAM
Best Practice
Masters
 Subject matter
experts and
responsible for
complex configuration
& best practices
Engagement
1:Many Pioneers
 Proactive and
scalable account
engagement of
1,000+ accounts
CSM
Outcome Drivers
 1,200+ adoption
opportunities closed
 250 Usage
opportunities closed
with overall
utilization in owned
accounts increasing
from 80%CSA Early Career Program

9. Technology

10. Client Health – Early Detection System
 High product usage
 No Urgent or High Priority Tickets
 No drop in client sentiment
 Low product usage
 Open Urgent or High Priority Tickets
 Change in client sentiment
 If the product does not meet the criteria for
either poor or good health, then it is
considered to be in average health.

11. Success Flows – Automation of Playbooks & Standardization
~15K
Proactive
Engagement
s
~2K
Executive
Business
Reviews
500
Early
warnings
detected

12. Campaigns – 1:Many Engagement Enabler
100%
Delivered
15%
Viewed
33%
Engaged

13. Standardization

14. Head of Client
Success
CSM Manager
Sr. CSM
CSM
CSM
CSM
CSA 1:Many
Manager
CSAs
Client Engagement
Team
CSA Queue
Manager
CSA Queue
CSA Queue
CSA Queue
CSA Queue
CSA Book
Manager
CSA Stretch Book
CSA Stretch Book
CSA Stretch Book
CSA Stretch Book
We Moved To a Team/Pod-Based Structure
Pod 1
Pod 2
Pod 3

15. Technology supported our alignment to the new team structure

16. Impact

17. How Did We Do?
Doubled our
capacity in our mid-
tier clients
2X !
Significantly increased
NDR across all client
tiers
Reduced churn &
improved renewals
Major improvement
in our efficiency
ratio

18. Phreesia’s Client Success Organizational Evolution
Reactive Proactive Intelligent Agile
Support-like function.
Largely unknown.
No process definition
No systems of record.
Excel & Word.
Relationship
Management. Business-
facing.
Some defined
processes.
Basic CRM & usage
data. No integrations.
Adoption Champions.
Playbooks, Survey’s &
Advocacy. Sales-CSM
collaboration.
Customer health
insights. System
suggests actions.
Business Process
Expertise
CS is org philosophy.
Seamless CS processes
across segments.
Sophisticated Customer
Lifecycle Management
system
Client Success Maturity Model
*Source: Totango Customer Success Summit 2017, Microsoft Presentation
Start of
2017
Totango
Today

19. Recap and Key Takeaways
Specializing different components of the CS org produced better outcomes
1
Technology enabled us to operationalize specialization & standardization
2
Clients are happier and receiving a better & more consistent experience
3
We are setup for scale. Next up…

20. Thank you!

21. Questions?