Presentation I gave on a panel at Gainsight's Pulse 2018 Conference in San Mateo.

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Building CSM while Going
from On Premise to SaaS
April 10th, 2018
Jen Galvan
Flexera
Jessica Osborn
Blackbaud
Bryan Hamblin
Gainsight
Tim Killenberg
N3
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Road Trip!

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Building CSM
While Going from On Premise
to SaaS

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Let’s Meet Our Drivers
Jessica Osborn
Dir, Customer Success Onboarding & Adoption
3000 employees; $750M Revenue
Jennifer Galvan
VP, Customer Success and Renewals
1015 Employees; $350M Revenue
Tim Killenberg
SVP, Sales + Marketing
1600 Employees; 13 Global Offices

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Take control of the wheel: Use Slido to interact
Which panelist drove the below car(s) in high school?
1985 Mercury Cougar 1980s Mercedes ML3201988 VW Jetta
Please go to the slido mobile app or www.slido.com and enter #Pulse2018 (select Lollapalooza and/or session
name) to submit questions/upvote the questions of others. The speakers will answer questions during the Q&A.

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The Road to
Organizational Effectiveness
Profitability+

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= Product-centric Past
How is Blackbaud evolving?

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How is Blackbaud evolving?
Solution-centric Present

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How is Blackbaud evolving?
Outcome-centric Future
Fundraising & CRM
Operate
efficiently
Acquire Expand

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Dynamic Differences
Maps WazeOn-Prem SaaS

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Blackbaud Customer Success Team
(Pre-Center of Excellence)

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Blackbaud Customer Success Team
Up-Market
(High
Touch)
Mid-Market
(Cohort)
Emerging Market
(1:Many)
Tech
Touch
Outbound
Automation
Success
Operations
• Onboarding
• Adoption
• Other Programs
Centralized
Renewals
Vert VertGeography
Vert VertVertVert

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Blackbaud Customer Success Treatment Model
All Customers:
Communications about upgrades, releases, and training opportunities; Self-service tools;
Access to recurring webinars about best practices, product adoption, and thought leadership
Up-Market
Strategic
Diamond
Bi-weekly success
call, Quarterly
QBR, Annual
onsite
Strategic
Major
Monthly
success call,
Annual QBR
Vertical
Mid-Market
Major
Quarterly
success call
and metrics
report
Mid-Market
Vertical
Mid-Market
Quarterly
cohort QBRs
Lower Mid-
Market
Semi-annual
success
summary
Emerging
Market
Annual
success
summary

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The Battle of The P&Ls

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The Road from
Technical Acct Mgr to
Strategic Success Mgr

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Customer Success NextGen
Redefine
Role
Create
Process
Educate
Name
that Fits

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What’s in a Name
Technical Account
Manager
Strategic Success
Manager
Customers Success
Manager
Customer Success
Manager

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Areas of Focus
Reactive
Proactive
Strategic

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Technical Account Area of Focus
Reactive
Proactive
Strategic

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Technical Account Area of Focus
Reactive
Proactive
Strategic

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Technical Account Area of Focus
Reactive
Proactive
Strategic

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Skills
Account
Management
Technical
Business
Acumen

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Skills
Account
Management
Technical
Business
Acumen

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Presentations
Projects
Preach (Teach)
Customer Calls
Customer Meetings
Certification
PracticeLearn
Implement
Professional
Products
Process
Enablement Goals – Quality and Standardization

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Customer Success NextGen
Redefine
Role
Create
Process
Educate
Name
that Fits

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The Road to
Organic
Revenue Growth

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Modern Customer Success Model is Data-driven, not Date Driven
Legacy Modern
Automotive
Technology
On-Premises SaaS

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SaaS Consumption Dashboard Surfaces Trends + Opportunities
SaaS
Active Directory authentication + access
rights migrated from on-premises to SaaS
Active Directory workload activated and
currently being utilized
Active Directory consumption dashboard
metrics + trends suggest “next logical”
workload
Dashboard Insights
Active Directory consumption dashboard
integrates “alerts” driving customer
engagement as usage patterns change

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SaaS Requires Customer Success Skillset Transformation
On-Premises – “What’s the Problem?” SaaS – “Here’s an Opportunity!”
Data Analyst + Consultant
Technical Enablement
Solution Sales (Inside)
Time-based tactics (email + dmail)
Discovery + Documentation
Call Center (RoboDialer)

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SaaS LTV Exceeds On-Premises, signaling importance of
transforming Customer Success approach for mutual benefit
LTV
Inflection
Point
SaaS Subscribers
“Perpetual” On-Prem
Predictability of Growth
LTV
Time
Acquiring $1 of Expansion ARR is
50% less costly than acquiring $1
of New Customer ARR^
SaaS provides customer insight
(i.e., consumption) that can enable
and inform future growth in LTV
Customer LTV is wholly
dependent on value-based
outcomes + customer success
^ KeyBanc Capital Markets 2017 Private SaaS Company Survey Results, 8th Annual

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The Last Mile

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Don’t start the ignition just yet...
Key Takeaways from our Panelists

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Let’s put it in reverse:
Which panelist drove the below car(s) in high school?
1985 Mercury Cougar 1980s Mercedes ML3201988 VW Jetta
Tim Jen Jessica

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Q & A

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THANK YOU