Fueling the Customer Success EngineWhen running on all cylinders the Customer Success Team is building relationships with customers, adding value, increasing adoption, reducing churn and identifying opportunities for growth. The CS Team members require processes, information, tools, education, coaching and support to run smoothly, efficiently and productively. Enter CS Operations. The CS Operations function provides the structure and resources so that each CSM can perform at their best and their individual, team and company objectives. Meeting those objectives requires alignment with and support from every other department in the company, which makes uniform communication and collaboration critical. CS operations is the focal point for that collaboration within the CS group.
In this case study, what I will cover:
1. The processes and mechanisms that we have put in place to align with each group.
- Product Management
- Technical Support
- Renewal Sales/New Sales/Sales Operations
- Marketing
- Implementation
- Professional Services
- Engineering
- Finance/Executives
2. We will look at and discuss the variety of data points that are produced by CS Operations in support of the business and the CS function.
- Report examples
- Report Cadence
- Report Audiences
By the end of this case study, you will have a good understanding of the critical role that CS Operations plays in ensuring the success of the CS Team. You will have detailed information on systems and processes used to support the CSM to drive their success. You will have specific examples of critical data points that show the performance of the CS Team and the critical role of the team in the success of the business. Ultimately you will have information and ideas that you can take back to your organization to launch, build and/or refine your own CS Operations group.
