A lot of Customer Success leaders charged with building programs are new to the discipline. This presentation provides a high-level view of how to build a Customer Success strategy, program and team from the ground up.

1. Los Angeles
Customer Success
Professionals

2. FISTBUMP
THANKS

3. @Palumbo
#LASuccess

4. Who is this guy?
And why should we
listen to him?

5. Joseph Palumbo
Customer Success Leader

7. Building a Customer
Success Program
(from the Ground Up)
Presenter
Joseph Palumbo
Manager, Customer Success @ Media Temple

9. I’m supposed to
build a customer
success program?
How do I do that?

10. Where do you start?

11. Use Customer Success Methodology to
create your Customer Success Program

12. Define Success!

14. Objective
Subjective
Qualitative
Quantitative

19. What are Customer Success metrics?
Fight Churn Increase Revenue Customer Loyalty
The usual suspects

20. We turn revenue…
…into profit

21. Follow the Scientific Method
State the problem
you’re trying to solve

22. Solvetheproblemyouhave,
nottheoneyouwant

23. ObjectiveAction

24. Define customer health

25. Usage
Stats
Support
Interactions
Invoices
Paid
NPS+ + +

26. Define Success!Measure Success!

35. If you can invest in a dedicated system
invest in Customer Loyalty

36. Customer Loyalty
NPS vs. CSAT

41. Where does your team fit in the
organizational chart?

42. CEO
Board of Directors
SupportSales Marketing IT Product
CRO CIO COO
Customer Success

46. BUILDING
YOUR
TEAM

47. How big
of a
team do
you
need?

48. Who is on
your team?

49. How to
hire for
your
team?

51. Zappos knows if they’re going to hire you in the
first minute of you interview.
You will literally SH#T yourself when you find
out how!

53. Eagerness
to help

55. Segment Your Customers

60. Build a strategy
for each segment

61. 80% PROACTIVE
20% REACTIVE

63. Invest in
ONBOARDING

65. Write a Customer Success playbook

67. Sales Onboarding
Configuration/
Optimization
Renewal
Assist with sales
process
Formal onboarding
Product Performance
Review
Annual Business Review
New contact
introduction
Sample Customer Journey + Playbook

70. Solving the Engagement Problem

74. Customers have been
trained to ignore a lot
of communication from
companies
…
You need to make yours different

75. Communication Strategy
Keep it simple, concise!

77. ENGINEERING
SOCIAL
FOR CUSTOMER SUCCESS

78. What’s the headline?

79. What’s in it for
the customer?

80. Call with a purpose

81. Call with a purpose value

84. “I can save you
15% over the
next year”

87. tl;dr

88. Write in
the
active
tense!

89. 3
I try to keep my email to 3 short sentences.
People don’t like to read long, complicated sentences.
End with a point or question.*
*Otherwise known as a call to action

91. “just checking in”
😒🔫

92. Your customer’s business is
larger than your relationship

93. Omnichannel Engagement

95. The most important equation for
Customer Success
Right Message + Right Time

98. Building outside your team!

99. You can’t build a
customer success
TEAM
You have to build a
customer success
ORGANIZATION

100. What’s in it for them
What do you need from
them
Define ROI to leaders
Customer Success Roadshow

102. Understanding
Quarterly Business Review
Strategy

104. Give Analysis, Not Data

106. The customer must define success

107. Criteria
How they’re measuring it
Timeline to achieve
3 Elements to Defining Success

108. “I want toincrease revenueby
10% by the end of the year”

109. “I want toincrease revenueby
10% by the end of the year”

111. Write a good mission statement

112. Simplicity-as-a-Service
Simplicity-as-a-Service removes the complexity of business and
technology using simple solutions, straightforward communication and a
clear vision of success for each customer.
Simplicity-as-a-Service inspires our customer to see what is possible and
empowers them to achieve it.

113. Questions?