how to measure your success as a customer success manager
TRANSCRIPT
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How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess
How to measure your success as a Customer Success Manager
Julia BurnettCustomer Success Manager
Krysta GahagenSenior Customer Success Manager
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How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess
Housekeeping!Get your tweet on and join the conversation
#CSMSuccess@GetAmity @Sparkcentral
We’ll send the recording Q&A at the end - ask them in the questions box!
(If we run out of time, tweet or email us!)
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How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess
How to measure your success as a Customer Success Manager
Julia BurnettCustomer Success Manager
Krysta GahagenSenior Customer Success Manager
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The Sparkcentral Customer Engagement Platformenables you to exceed customer service expectations
across any channel.
Contextualinteractions
Optimizedworkflow
Proactive engagement
Channel agnostic engagement
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Getting Started / Reevaluating KPI’s
Ah- ha!!!
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Where to start?
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Top Down Approach
Company
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Top Down Approach
Company
Success Team
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Top Down Approach
Company
Success Team
Support CSM AM
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Are there elements of community management, account management, or
general support to be included in the Customer Success Manager's KPIs?
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Customer Success Department Breakdown
AccountManagement
CustomerSupport
Customer Success
Revenue
AccountMaturation
Renewal
ProductUsage
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Should you use CSAT to help measure your goals?
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CSAT Metrics
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CSAT Metrics
Begin with an onboarding survey
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CSAT Metrics
Begin with an onboarding survey
Develop a regular cadence of surveying
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CSAT Metrics
Begin with an onboarding survey
Develop a regular cadence of surveying
Survey software users as well as stakeholders
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CSAT Metrics
Begin with an onboarding survey
Develop a regular cadence of surveying
Survey software users as well as stakeholders
Track trends throughout the life of the customer
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How does product usage play a part in customer happiness, and ultimately your goals as
a CSM?
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Usage
● Increase adoption of key features
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Usage
● Increase adoption of key features
● Track usage trends and predict churn
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Usage
● Increase adoption of key features
● Track usage trends and predict churn
● Increase renewals and expansions
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Usage
● Increase adoption of key features
● Track usage trends and predict churn
● Increase renewals and expansions
● Provide invaluable insights to Product and Engineering
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How are your goals and your customer’s goals related?
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Customer goals are not (always) CSM goals
Company Goals Company Goals
Cust
omer
Goa
ls
Cust
omer
Goa
ls
Customer goals:
● Quickly respond to customers● Optimize agent productivity● Showcase team’s efforts● Scale customer care efforts
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Customer goals are not (always) CSM goals
Company Goals Company Goals
Cust
omer
Goa
ls
Cust
omer
Goa
ls
Customer goals:
● Quickly respond to customers● Optimize agent productivity● Showcase team’s efforts● Scale customer care efforts
CSM goals:
● Adoption● Usage● CSAT● Growth
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How do we hold CSMs accountable for nurturing
their accounts and ongoing training?
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Source: Totango 2016 Customer Success Salary Survey & State of the Profession Report
Customer Success Teams Using a Customer Success Platform
2015: 25% of CSM teams 2016: 36% of CSM teams
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Should we create metrics around
customer advocacy -- their
willingness to refer new businesses
and/or participate in marketing
efforts?
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Example of Quarterly Customer Success Manager GoalsContinuous Goals: 70%Training & Onboarding
CSAT Onboarding Score of XComplete customer cycles on timeAdoption: X-X% - # of seats/ # of actual usersUsage: operational metrics, use of key functionality
Quarterly Customer-Facing Objectives: 15%X strategic customer visits/ quarterX Quarterly Business Reviews
Quarterly Growth Goals: 10%Number of case studiesNumber of beta launchesNurture Community (Customer Advisory Board, webinars, other forums)
Personal Growth: 5%Learn a new skill
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How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess
Q&A
#CSMSuccess
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How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess
Thank you to our presenters!
Julia BurnettCustomer Success Manager
Krysta GahagenSenior Customer Success Manager
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How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess
Join our upcoming webinar on August 10 at 7am & 1pm ET:10 Best Practices For Calculating
Your Customer Health Scores
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How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess
Thank you for being here!
#CSMSuccess