The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Hire and Compensate Your Customer Success Management Team - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from BllueJeans Network, Zendesk, Demandbase, SAP

1. How to Hire and
Compensate the CSM Team
Carrie Oakes
BlueJeans Network
David Lieberman
Demandbase
Marcus Bragg
Zendesk
Omid Razavi
SAP

2. Carrie Oakes
Blue Jeans
Blue Jeans Network is a private cloud based company headquartered in
Mountain View, California. Our mission is to make video communications as
easy and pervasive as audio communications, enabling more effective
collaboration at work, at home, and on the road. Our cloud-based
conferencing service makes this possible by enabling customers to connect
with each other seamlessly any time, anywhere, and from practically any
device.
Sr. Director Customer Success

3. Blue Jeans CSM Team
F750
30-40 Accounts
•3 CSMs
•1 CSE
Enterprise/EDU
70-80 Accounts
•6 CSMs
Commercial
120-150 Accounts
•8 CSMs
Community
250 Accounts
•2 Community
Managers
• Managing 1900 customers
• Working on scaling the team
– Implementing a Channel CSM certification program
– Alerts and automation
– Community

4. General CSM Profile
• Strong personality
• Customer facing roles
• Tech savvy
• Not video shy
• Strong organizational skills

5. BlueJeans CSM Profile
Fortune 750 & Enterprise
• 5+ years experience in high profile
customer facing role
• Consulting background plus
• Farmer personality
Commercial
• 2-3 years in a customer facing role ,
plus if focused on IT
• Action-oriented with strong initiative
& follow through
• Farmer personality
SMB
• Community Manager
• Social personality
• Excellent content skills
• College graduate or 1-2 years in
customer facing role
MBO
• Growth in portfolio
• 10% customers – Specific Plan to
expand to LOBs
• 95% retention rate ARR
• 90% Pilot Conversions
• Implementation of 1 Stickiness
feature in 90% F750 and 75% in
Enterprise
• Account Management
• Responsible for adoption
• High touch marketing into other
LOB
• Pre Sale involvement
• Responsible for adoption
• Quick deployments
• Moderate check-ins
• Installed base marketing
MBO
• Growth in portfolio
• 90% retention rate ARR
• 80% Pilot Conversions
• Implementation of 1 Stickiness
feature in 75% of installed base
• 95% deployment in first 45 days
• Automation of deployment
• Content creation for Community
• Promotion of Community
• Community moderator
• Risk management
• 80% Community adoption
• 75% Community Retention
• Community content creation

6. Hiring Process
• Screening
• Hiring Manager screens over
Blue Jeans
• Interview committee
• 3-4 CSMs
• 1 Sales
• Recruiter
• Role Play
F750 Enterprise SMB
80% salary
20% MBO
80% salary
20% MBO
90% base
10% MBO
$100K-$20K $80K-$16K $60K-$6K

8. WE PARTNER WITH CUSTOMERS IN AN AGILE AND ITERATIVE WAY
Learn Goal
s
Proof-of-
concept
Resource
s
Launch Pla
n
Proces
s
Trainin
g
Love
Benchmar
k
Improv
e

10. CUSTOMER
SUCCESS
TEAMANALYTICS
Measuring and providing value
with data
Customized benchmarking
Reporting best practices
PRODUCT
Product maturity assessments
Best Practices Feedback
Program
Roadmap discussions
CSM
Customer Success Manager
Launch Guidance for enterprise customers
Discovery & technical assistance
Education & best practices programs
Mentor Program for continued Success
CSE
Customer Success Executive
Align to our top customers
Consultative, manage exec-level partnerships
Drive customer engagement via EBRs
Industry Experience: SFDC, Inquira, Right Now,
Brocade

11. Hire rockstars & open
communication with
Sales and Support
Define your Success
methodology
Define your top ‘X’
customer program
Team Alignment
Build
Success
Grow
Success
Evolve
Success
Individual Success
Manager Book of
business & Health
Score
Scale Success
engagements by
segment
Balance business
goals and
professional
development
Individual Success
Goals
Align customer
journey and with
Success goals
Shared Success Goals
Optimize for customer
relationships and trust
Team/Region
customer health-
driven KPI’s and
renewal targets

12. David Lieberman
Demandbase
VP, Customer Success

13. Our website isn’t effective!
Advertising isn’t working!
All the leads are bad!

14. PATENTED
IDENTIFICATION
AUDIENCE
MANAGEMENT
PERFORMANCE
DASHBOARDS
PROGRAMMATIC
B2B ADVERTISING
MARKETING/CRM
CONNECTORS

16. Hiring Top Notch Customer Success Managers
 Previous Customer Success experience
 Marketing Technology
 B2B
 Track record of exceeding quantitative performance metrics – sales
 Cultural fit
Interview team – internal vetting process
 Different people interview for different skills
 Debrief at end of day
 Strong hire, Hire, Pass
Demandbase Customer Success – What we look for….

17.  50% renewals
 30% upsells
 20% MBO
 Customer advocacy, TTL, TTV
Compensating Customer Success Managers
Customer Success Manager need to sell!

18. How to Hire and Compensate
Customer Success Team
Omid Razavi
SAP Cloud
@orazavi

19. 19
Industry’s most
comprehensive
Cloud portfolio
The leading social
business platform
The largest and most
global business
network
Largest business
Cloud deployments
Annualized run rate
in Cloud business
Industry’s largest
base of Cloud
users
Market-leading public
apps (#1 in HCM,
Procurement, Business
Networks and Social
Collaboration) covering
all lines of business.
More users than
Chatter, Yammer, etc.
Over 1.4M connected
companies in 190
countries transacting
over half a trillion in
commerce annually –
the size of any other
business network…
SAP is now the
largest cloud
provider at-scale
with over 130% YoY
subscription revenue
growth.
35M 30+ 12M 2M+ €1.1B+1.4M
Some with more than
2M users.
Public, private and
managed service
offerings.
More business
professionals use
Cloud solutions from
SAP than from any
other vendor on the
planet.
SAP is Accelerating in the Cloud
© 2014 SAP AG All Rights Reserved
@orazavi

20. ARIBA BUSINESS NETWORK – BUSINESS COLLABORATION
SAP JAM – SOCIAL COLLABORATION
SAP HANA CLOUD PLATFORM
PEOPLE CUSTOMER
CORE HR CLOUD
Employee Central (EC)
EC Payroll
PERFORMANCE CLOUD
Performance & Goals
Compensation
Succession & Development
LEARNING CLOUD
RECRUITING CLOUD
HR ANALYTICS CLOUD
Workforce Analytics
Workforce Planning
CUSTOMER CLOUD
Cloud for Sales
Cloud for Service
Cloud for Marketing
Cloud for Social
Engagement
Social Media Analytics by
Netbase
SUPPLIER
SOURCING CLOUD
Sourcing Pro
Discovery
Contract Pro
Supplier Information
Management
PROCUREMENT CLOUD
Procure to Pay Pro
Services Procurement
Procurement Content
SPEND ANALYTICS CLOUD
Spend Visibility
MONEY
FINANCIAL CLOUD
Cloud for Financials
Cloud for Travel
Invoice Pro (Ariba)
Business ByDesign
Business One Cloud
Sales & Operations
Planning
$
¥ €
SAP Cloud Application Portfolio
© 2014 SAP AG All Rights Reserved
@orazavi

21. The goal of Customer Success is to drive
business growth
Premium
Success
Monetized Success Plans are key to
sustained business growth
Customer Success Goals
@orazavi

22. Cloud Customer Journey
Land + Expand + Network Growth Strategies
Expand
Deeper Use
Interact
Community
Crowdsource
Marketplace
1) Land more customers, faster!
2) Expand use, value and footprint!
3) Enable the Network Effect!
Success
(Primary)
Success
(Shared)
Success
(None)
Win! Go Live!
Lead Evaluation
Buy Onboard Deliver
Support/Su
ccess
Renew
Awareness
Outcome
KPIs
Upsell
Cross-sell
CustomerValue
Time @orazavi

23. Business
Strategic –
Business Outcome
CxO
VP Line of Business
Adoption Services
Business Insight &
Outcome
QBR/ABR Advisory20,000+
Application
Application –
Meets needs, easy,
…
Users – Employees,
managers, partners &
contingent workers
Onboarding
E-Learning
Guidance
SS/Auto Provisioning
In-App Support35,000,000 Users
Technology
Technical –
Administration,
Integration,
Architecture,
Security, …
CIO, VP of IT
App/Sys Administrator
IT Ops Mgr
Technical Support,
Admin T & C
Integ Monitored Sup.
Global Operations
15,000+
Customer
Value
Management
Customer Roles Success Services
Renewal
Mgmt
Customer
Success
Management
Customer Success Roles & Objectives
Success By Roles
@orazavi
Persona

24. Hiring & Compensating Customer Success
• Hiring
– Customer and Data Skills (Analysis, Synthesis, Insight, Dialog and Action)
– 3+ Years experience in Sales, Marketing, Support, Services or related
• Compensating
– Team and individual targets for business growth, customer success CSAT/NPS and
practice development (mentoring, innovating & KB contribution)
• Career Tracks
– Management: CSM  (S)Manager CS  (S)Director CS  RVP CS  …
– Leadership: Success products, programs & package development Leader
@orazavi

25. Omid Razavi, Ph.D.
Global Customer Success & Growth
@ SAP Cloud linkedin.com/in/orazavi
@orazavi
+1 650 645 4475
omid.razavi@sap.com
orazavi@gmail.com
Thank you!

26. Q & A