10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
10 Lessons For Your Startup
Customer Success Game Plan
Paul Philp
Founder & CEO, Amity
@pphilp
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Housekeeping!
Get your tweet on and join the conversation!
#CSwebinar
@GetAmity @pphilp
Q&A at the end – ask your questions in the question box
Check your inbox for the deck and recording!
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
What is a Startup?
The life of any startup can be divided into two parts –
before product/market fit and after product/market fit.
Before Product/Market Fit focus, obsessively on getting to
product/market fit. Do whatever is required to get to
product/market fit.
Marc Andreesen
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
What is Customer Success?
Customer Success is the function at a
company responsible for managing the
relationship between a vendor and its
customers. The goal of customer success it
to make the customer as successful as
possible, which in turn, improves customer
lifetime value for the vendor.
Wikipedia
Customer Success at a startup is about
getting customers to adopt the product.
Period.
Theory
Reality
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Invest in Customer Success Early
Customer success must be a core discipline of SaaS startups
from the very first day. Investing in Customer Success early
and often is essential to keeping a fast-growing SaaS
business’s momentum.
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Customer Success is Essential to
Product/Market Fit
To ensure customers maximize the value from a
constantly evolving product, a startup must provide on-
going training and persistent education in order to achieve
engagement and true product/market fit.
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Customer Success Provides the
Feedback
Needed to Achieve Product/Market Fit
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Align Customer Success and Product
Management
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
What You Should Look for In Your First
CSM?
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
How to Interview CSMs
✚
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
First, Focus on Time To Wow!
Wow! is the moment where
your customer suddenly
sees the benefit they get
from using your product,
and says to themselves
“Wow! This is great!”
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Then, Design your Onboarding Playbook
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
How to Organize Customer Success
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Start Small, Wear Many Hats, and Evolve
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Measure Customer Happiness
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Regularly Demonstrate Your Value
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Build A Customer Dashboard
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Automate Data Gathering
CRM
User Activity
KPIs and
Outcomes
MarketingEmail
Tickets
Billing and
Financial
NPS /
CSAT
Customer
Hub
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Elements of an Early Warning System
Risk
Knowledge
Response
Strategy
Monitoring
System
Signals
What Factors lead to higher
customer
Risk
Monitor all your sensors for
meaningful changes.
Monitoring
What signals provide he best
insight.
Signals
What actions will be taken.
Response
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Segment and Tier Your Customers
Segmentation and tiering happen later, but they are key to
Product Market Fit.
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Your customer command center
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
The Pre-Amity Command Center
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
From Chaos to Customer Success
Automatic Data Collection and Analysis
Renewals
Upselling
Retention
Referrals
Trial
Conversions
Growth
Productivity
Scalability
Visibility
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Data
Integration
CRM
Email
Support
Billing
Marketing
Activity
Outcomes
Customer
Insight
Health Score
Trends
Alerts
Engagement
KPIs
Outcomes
Workflow
Automation
Rules
Playbooks
Notifications
Customer
Email
Tasks
Real-time
Lifecycle
Management
Visual
Goals
Drill Down
Historical
Performance
Reporting
Dashboards
Team
Performance
Account
Performance
Portfolio
Performance
Amity Key Features
Complete Customer Success Suite
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
A Package for Every Business
… & much more!
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
getamity.com/demo
Request a demo with Amity
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Q&A
10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Thank you for being here!

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10 Lessons for Your Startup Customer Success Game Plan

  • 1. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity 10 Lessons For Your Startup Customer Success Game Plan Paul Philp Founder & CEO, Amity @pphilp
  • 2. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Housekeeping! Get your tweet on and join the conversation! #CSwebinar @GetAmity @pphilp Q&A at the end – ask your questions in the question box Check your inbox for the deck and recording!
  • 3. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity What is a Startup? The life of any startup can be divided into two parts – before product/market fit and after product/market fit. Before Product/Market Fit focus, obsessively on getting to product/market fit. Do whatever is required to get to product/market fit. Marc Andreesen
  • 4. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity What is Customer Success? Customer Success is the function at a company responsible for managing the relationship between a vendor and its customers. The goal of customer success it to make the customer as successful as possible, which in turn, improves customer lifetime value for the vendor. Wikipedia Customer Success at a startup is about getting customers to adopt the product. Period. Theory Reality
  • 5. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Invest in Customer Success Early Customer success must be a core discipline of SaaS startups from the very first day. Investing in Customer Success early and often is essential to keeping a fast-growing SaaS business’s momentum.
  • 6. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Customer Success is Essential to Product/Market Fit To ensure customers maximize the value from a constantly evolving product, a startup must provide on- going training and persistent education in order to achieve engagement and true product/market fit.
  • 7. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Customer Success Provides the Feedback Needed to Achieve Product/Market Fit
  • 8. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Align Customer Success and Product Management
  • 9. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity What You Should Look for In Your First CSM?
  • 10. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity How to Interview CSMs ✚
  • 11. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity First, Focus on Time To Wow! Wow! is the moment where your customer suddenly sees the benefit they get from using your product, and says to themselves “Wow! This is great!”
  • 12. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Then, Design your Onboarding Playbook
  • 13. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity How to Organize Customer Success
  • 14. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Start Small, Wear Many Hats, and Evolve
  • 15. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Measure Customer Happiness
  • 16. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Regularly Demonstrate Your Value
  • 17. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Build A Customer Dashboard
  • 18. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Automate Data Gathering CRM User Activity KPIs and Outcomes MarketingEmail Tickets Billing and Financial NPS / CSAT Customer Hub
  • 19. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Elements of an Early Warning System Risk Knowledge Response Strategy Monitoring System Signals What Factors lead to higher customer Risk Monitor all your sensors for meaningful changes. Monitoring What signals provide he best insight. Signals What actions will be taken. Response
  • 20. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Segment and Tier Your Customers Segmentation and tiering happen later, but they are key to Product Market Fit.
  • 21. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Your customer command center
  • 22. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity The Pre-Amity Command Center
  • 23. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity From Chaos to Customer Success Automatic Data Collection and Analysis Renewals Upselling Retention Referrals Trial Conversions Growth Productivity Scalability Visibility
  • 24. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Data Integration CRM Email Support Billing Marketing Activity Outcomes Customer Insight Health Score Trends Alerts Engagement KPIs Outcomes Workflow Automation Rules Playbooks Notifications Customer Email Tasks Real-time Lifecycle Management Visual Goals Drill Down Historical Performance Reporting Dashboards Team Performance Account Performance Portfolio Performance Amity Key Features Complete Customer Success Suite
  • 25. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity A Package for Every Business … & much more!
  • 26. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity getamity.com/demo Request a demo with Amity
  • 27. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Q&A
  • 28. 10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Thank you for being here!