1. Accelerating
The Impact Of
Customer Success
In The Enterprise
Featuring

2. © 2018 TOTANGO. CONFIDENTIAL.
OUR SPEAKERS
BRIAN MERRITT
VP Customer Success
Ravit Danino
VP Products

3. Quick Intro to
Trustpilot

4. Social Proof for Future
Shoppers
Consistent and Genuine
Feedback
For Consumers
• Free for all – consumer review site
• Discovery and recommendation platform
• Social sharing and community experience
For Businesses
● Automated review collection system
● Customer engagement and interaction
● Insights and analytics engine
The Trustpilot Community

5. 2007
Trustpilot
launched
65
Countries
3b
Brand impressions
per month
220k
Reviewed websites
worldwide
43m
Online
reviews
17m
Visitors
a month
1m
New reviews
per month
700k
New
reviewers
per month

6. Retail Services Finance

7. Customer Success at Trustpilot
A Truly Global Team
Customer success in all 6 offices around the globe
80 team members – CSMs, Onboarding Specialists, Integration Engineers
Number of Accounts
Over 15,000 customers and $50+M in ARR
Typical SMB CSM has 150 accounts and $800K in ARR
Customer of Totango since 2015
Heavy users of automation to scale
Leverage Campaigns to send about 70,000 emails per month

8. © 2018 TOTANGO. CONFIDENTIAL.
Results
CUSTOMER SUCCESS

9. © 2018 TOTANGO. CONFIDENTIAL.
ResultsResultsResultsResults Results
CUSTOMER SUCCESS

10. The Customer Journey at Trustpilot
Renewals
Results
Escalations
Results
Adoption
Results
Onboarding
Results
Expansion
Results
91% annual goal4-day SLAUse 7-10 modulesOnboard on time 8% in ARR growth
Goals:
# Accounts in RED health
w/ renewal 90 days
Current retention rate
$ lost last quarter
# Accounts
w/ 4+ days
resolution
% Enterprise
Accounts using 7
modules
% Accounts Live in 72 hrs
Avg time to onboard
Current expansion $
# expansion opps to close
this quarter
Metrics:

11. Common Challenges at The Enterprise
Challenges enterprises face achieving goals
Driving uniformity across a global team
Ensuring new best practices are rolled out and followed
Keeping an agile team with evolving company goals
My advice to other enterprises
Leverage a customer success platform to get results!
• Integrate all your customer data, especially product usage
• Access dashboards and reports to show macro trends
• Monitor and track your CSM and team performance

12. THE FASTEST WAY TO GET RESULTS

13. SuccessBLOCs
Modular Unit of Value

16. YOU ARE ALREADY USING
40+ SuccessBLOCs
Onboarding
Escalation
Business Review
Upsell
Training
Nurture & Grow
Executive Engagement
Adoption
Risk
Churn
Success Plan
Implementation
Feedback
Education
Relationship Building
Reference
Retention/Renewal
VOC
Win Back
Billing
Professional Services
+ more

17. Activities by Journey Stage at Trustpilot

18. Team Performance at Trustpilot

19. Work Focus at Trustpilot

20. © 2018 TOTANGO. CONFIDENTIAL.
SET GOALS
Measure your progress
MOVE FAST
Focus on the right customers
DRIVE IMPACT
Invest in the right programs
GET RESULTS
In weeks, not months
INCREASE ROI
For your company and for
your customers
THE POWER OF SPARK

21. QUESTIONS?
Ravit Danino | | hi@totango.com
Brian Merritt | | marketing@trustpilot.com