Transition From Account Management To Success Management Presented by Brian Merritt, VP Customer Success at Trustpilot at Totango's Customer Success Roadshow event in NYC on 5/12/16.

1. Transition from
Account Management
to
Success Management
Brian Merritt, VP Customer Success
North America, Trustpilot
May 12th, 2016

2. Introduction to
Trustpilot

3. Trustpilot by the Numbers

4. Account Management – the past…
• Worked when there was little competition or innovation
• Customers had little choice and low expectations
• Basic account maintenance was sufficient
• Account Manager was one step up from billing contact

5. Success Management – the present !!!
• Proactive approach to customers
• Support rapid shift in product/business landscape
• Continuous engagement over customer life cycle
• Company wide initiative
“I may have the title, but it is in our company DNA”

6. Staffing Considerations
• Need to have some “sales” DNA, some “account management” DNA
• Thick skin to take the “hits”
• Shift compensation from only retention $, but include expansion $
• Team dynamics become critical to well functioning pod

7. Team Dynamics
• Develop a pod structure to support book of business
• Blend of cross functional resources (SM, IM, Support)
• Nurture, Growth, Strategic customers allocated by pod
• True partnership across the team (compensation accordingly)
• Need identified and allocated resources from other departments

8. CSM IM
TL
CSM
CSM SUP
Who’s who?
CSM – Customer Success Manager
IM – Integration Manager
SUP – Support
CM – Customer Marketing
PMM – Product Marketing
PM CS – Product Manager CS Systems
PM PROD – Product Manager
HR BP – HR Business Partner
SO – Sales Ops
L3 SUP – Level 3 Support
CSM IM
TL
CSM
CSM
CSM
IM
SUP
CSM IM
TL
CSM
CSM SUP
CM PMM
PM
CS
PM
PROD
HR
BP
SO
L3
SUP
It takes a village….
GrowthStrategic Nurture

9. Early Warning Systems
• Data is king – the more data points, the better
• Need continuous feedback from customers (NPS, CSTAT)
• System for displaying, analyzing, and responding to data (Totango)
• Agile approach to deployment of new tools and campaigns

10. Questions?