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FROM ZERO TO HEROBuilding the internal reputation of Customer Success
JILL NICHOLSONHead of Customer Success, [email protected] | @tumbling_after
What is this Chartbeat you speak of?
[ CUE SHAMELESS ELEVATOR PITCH FOR CHARTBEAT ]
In the beginning …
There is no churn and the product
sells itself.
“
Step 1: Gather your data points
Account name
Current ARR ARR % # of accounts
% of accounts
Account 1 $1,000,000 39% 1 20%Account 2 $900,000 74% 2 40%Account 3 $420,000 90% 3 60%Account 4 $200,000 98% 4 80%TOTAL $2,570,000
Report Builder Video Headline
Testing Total
All in $200,000 $320,000 $250,000 $770,000Already sold -‐$25,000 -‐$100,000 -‐$15,000 -‐$140,000Declined product -‐$60,000 -‐$20,000 -‐$30,000 -‐$110,000
UPSELL $100,000 $270,000 $130,000 $500,000
Reason # of accounts
Sum of ARR Avg. ARR
Competition 5 $17,500.00 $3,500.00
Competitor 1 4 $14,500.00 $3,625.00
Competitor 2 1 $3,000.00 $3,000.00
Pricing/Cost 7 $24,000.00 $3,428.57
No Budget 3 $18,500.00 $6,166.67
Account name
Current ARR # ofactivities
# oftickets
Trainings logged
Account 1 $1,000,000 2,147 22 4Account 2 $900,000 2,033 18 4Account 3 $420,000 1,824 13 3Account 4 $200,000 1,299 10 2TOTAL $2,570,000 8,359 70 14
Know your revenue Map your upsell potential
Come to grips with churn Understand usage, support needs
Step 2: Align all the data• Use revenue percentiles to see breakdown of other data sets.• Build a scatter plot of existing revenue to upsell potential by quartile.• Find correlation between product usage and ARR.• Tell the retention and expansion story for each tier.
Step 3: Get buy-in from the whole company• Present data findings to the Executive Team. • Align structure with your data points. • Hire the right people to prove your strategy.• Involve the whole company in the idea of customer management.
Step 4: Keep the momentum going
Be a cheerleader and constant advocate for Customer Success.
Show data-based results of progress of scaled team.
Engaged other teams in customer conversations whenever possible.
Results: How it worked for Chartbeat
MISSION STATEMENT
The Customer Success team will use a high-touch, proactive approach to retain and renew Chartbeat’s customer base, with a focus on revenue growth over the life of the contract.
( We also have women on the team. I promise. )
Q&A
