From Customer Success to Business Success

Shreesha Ramdas - SVP & GM, Strikedeck-MedalliaCarlos Quezada - Head of Customer Success, Aruba-HPE

Giri Iyer - SVP of Global Support & Success, RubrikDamien Howley - VP of Client Success, Passport

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82 NPS & 98.6% CSATOnboarding, ease of engagement, and rapid time to value are key factors

Data Driven Decision Making Across All Touchpoints

30% of Bookings from Repeat Buys100% Compliance on Maintenance Contracts

Key Initiatives in AI & MLIn support delivery to enable proactive and prescriptive capabilities

GIRI IYERSVP of Global Support & Success

Rubrik

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99.7% RetentionOf customer base while integrating three acquisitions

Customer Success StartsWith Employees

48% of New RevenueIn 2018 via cross-sell & upsell expansion

875 Enterprise ClientsManaged by 20 Customer Success Managers

DAMIEN HOWLEYVP of Client Success

Passport

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Mid Market & SMBWith high volume tech-touch and automation

Leveraging Automation to Drive Customer Success

Accelerate Time to ValueInitially Onboarding time >40 daysCurrently trending towards ~25 daysGoal: Reduce Onboarding to 15 days for 90% of Customers

Over 1k Tech Touches/MonthAverage Open Rate >50%Click Rates >15%

CARLOS QUEZADAHead of Customer Success

Aruba - HPE

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GIRI IYERSVP of Global Support & Success

DAMIEN HOWLEYVP of Client Success

CARLOS QUEZADAHead of Customer Success

SHREESHA RAMDASSVP & GM

From Customer Success to Business Success

Thank You!