What is Customer Success?

What is CS-01

It’s been a long time since I’ve written a blog, and that’s entirely because I’ve been engrossed completely in a new employment situation. About four months ago, I took a job as the Customer Success Manager at a Social media lead generation platform.

However, I’m in a bit of a unique situation.  You see, I’m the Customer Success Manager (we’re currently hiring another), and have been so for the past 4 months.  This gives me an exciting and unique perspective on how Customer Success works.  Not only do I get to see the Customer Success process from beginning to end, but I’ve also been able to build out some of our actual Customer Success processes.

One of the things that I’ve realized is that Customer Success is completely undefined.  In the world of SaaS, we’ve had to create these departments, but each company has its own unique way of doing things. I think there’s a general confusion even within CS experts as to what the department actually entails.  And there’s even more confusion with people who aren’t in Customer Success.

As a result, I’ve decided to put together a list of what I believe Customer Success is, and what it isn’t. We’ll actually start with what it isn’t:

What Customer Success Is Not

Customer Success Isn’t Customer Support

Boy do I get this one a lot.  “So you work in Customer Support?”  Mainly this is from friends and family who still think SaaS is an attitude problem, but I still hear it within the tech community occasionally. Customer Support is a reactive element of the overall customer experience.  Typically, an issue with the product occurs and they reach out to the company with their questions, which are responded to.

It’s my belief that Customer Support should be folded into the Customer Success department (I reserve my mornings for customer support, especially since we have a lot of European customers), but Customer Support is only a small piece of Customer Success.

Customer Success Isn’t Churn Management

I think I see this too much.  Every single customer success platform that I’ve done a demo of is focused solely on churn management.  “Health Scores,” “Risk Levels,” and the like riddle these very expensive software solutions.  All of this is great, and in fact we should always have Churn in our brains, but if all you’re thinking about is Churn, you will forget the main purpose of Customer Success – which is the success, and delight, of the customers.

This is a huge beef that I have with all of these platforms, and I believe is a market gap.  Someone want to fill it?

Customer Success Isn’t Sales

Alright, here’s where I start to piss people off. Yes, Customer Success is a part of the “revenue” section of the company.  Customer Success should have a direct impact on MRR. However, Customer Success should be the third piece of that revenue puzzle – Marketing > Sales > Customer Success. Each of the three have a different mindset and have a different responsibility for their piece of the funnel.

The key difference between CS and Account Management is detailed in a great post from Totango.  Getting away from “Renewal Management” is going to be huge.

What Customer Success Is

Customer Success is Consulting

Call it the “Trusted Advisor,” but ultimately what you’re doing is consulting with the customer.  You have to see your role this way in Customer Success. It’s absolutely imperative that you are not only improving the customer’s experience with your product, but is getting valuable information that helps their business.

Our product does lead generation through Twitter.  I actually care, and make sure I let customers know that I care, about all of the leads that they’re getting, not just the ones through our platform. I want to know how their business is going and want to improve conversions and sales from all angles, not just us.  I even make business model recommendations where needed.  I’m a consultant.

Customer Success is Proactive

This is the major difference between Customer Success and Support or Account management.  Customer Success is trying to identify issues and successes before the customer does.  What will produce delight with your customers is when you let them know that you fixed an issue and they didn’t even know about it.

This is the ultimate challenge to Customer Success! Each product is different, and has its own metrics for determining what issues could arise. There’s also that “X factor” in every product that is the “I don’t know why they churned, but they did.” Customer Success needs to always be figuring this out, especially since the product should be always changing.

The other piece of this is that you are proactive about Successes.  Yes, these turn into upsells, but you also need to celebrate successes with your customer. These will produce the delight that you are ultimately responsible for, and will allow for cross-promotion with your marketing team (case studies), which will ultimately help other customers be successful. This is the piece that I think is missing from all of these CS platforms.

Customer Success is Long Term Thinking

A lot of companies wait to establish a Customer Success department.  Sales is easy to quantify, and with new tools, Marketing isn’t far behind.  Of course you need product, because they actually produce the product.  But CS seems a little frivolous at the beginning.

A company that establishes a Customer Success team early on is thinking long-term. A Customer Success team should therefore think long-term. The relationship with each customer should strengthen and last for a long time. Always be thinking far, far forward, because this will delight your customers.


These are the items that I think should be in the What is/isn’t Customer Success.  What are your thoughts?

  50 comments for “What is Customer Success?

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The response has been wonderful; these individuals are actuslly disenfranchised, as well as some merely participate in initially due to the fact that they do not have jhst about anything much better to perform. People have actually given definitely entusiastic responses now, and this is actually an excellent means to develop local area assistance. All those individuals are talking with people throughout their time, about the many things that excite them. Hearsay takes a trip promptly one of the homeless, and also information spreadings effectively there certainly. I possess the powerpoint files accessible to discuss, if you orr even Truth or even each wish tto place on similar workshops in your place. Our company can constitute the ingredients of a mini-syndicate from content enjoy this, as well as utilize this to obtain folks energetic in our own regions. All you will reqquire is an understanding from the details existing, a set of nice speaakers and a laptop pc projector (our shelter took place to have one, which is actually what began the whole point). After that you simply most likely to your home and also provide to offer a totally free sessions for thneir individuals on Legislation, Civil rights + Activism.Underfunded sanctuaries are generally therefore pleased to have brand-new engagement. Thhat is actually a notion. finance company, ose 31 percent in 2015, thanks greatly to an extensive rally in , the second-largest Register for get sshort articles emailed direectly to your e-mail profile. You could decide on a number of classifications. at the moment. Exactly what our team are actually viewing immediately is aan assaulting from America, Visa Inc and These implied legal conditions might be tweaked by specific deal in between the bank and also the customer. The statutes and rgulations in force within a certan jurisdiction could additionally change the above conditions and/or make brand new liberties, responsibilities or limitawtions appropriate to the bank-customer relationship., the 2nd most extensive UNITED STATE v. Countrywide House Loans Inc et at, Second U.S. Upcoming opportunity you open the Bank from I have regularly liked mechanical financial institutions! If you ever before compensated your original creditor utilizing a paper check or cashier’s check, the lender can easily offer this information to the collector. is the latest bank to experience a lawsuit over pre paid cards given out to prisoners. JPMorgan Chase & Carbon monoxide in August accepted pay $446,822 to settle an identical activity deriving from its contract along with Due to that most oof the residences will not be actually abandoned you will certainly not havee internal get access to and you will not reach the mortgagor, building dweller or 3rd parties, instead you are going to offers the existing circumstances from the home, the occupancy standing andd if there are actually any kind of existing or even potential conditions that could possibly affect the worth from the properties. Nightclub itself as well as prepared in front of a big glass window, or outside seatings in segments 258 & 259 of the Ball park. The Bank fromm JPMorgan as well as Wells Fargo information show very most customers explore branches several opportunities every one-fourth, though younger customers usually go to much less usually. account, youu will should await 1-2 business time to get the web link for connecting your Merrill Advantage account and Bank from Yes, the conditioning from people regarding amount of money is actually very most harsh. The presumption that authorities needs to have income taxes to pay their costs is actually talked as unquestioned and downright reality popular media. ranks 10th one of Yet Mestrich’s bank isn’t really social andd also under the same stress to enhance its bottom lne as the most extensive financial institutions. Following the economic situation, the nation’s bkggest financial institutions have actually considerably depended on charges from customer accounts to always keep producing cash. nighttclub is actually a personal restroom. Nearly alll the locker cupboards, nowadays, possess 3rd keyhole and also stipulaton for another lock too be set up byy the lessee. Formerly the cupboards had provisions to deal with tthe two keyholes through a lid on which manual extra hair may be put by Leaseholder. However because of functional concerns (some clients unintentionally or even in a hurry set up the guide lock on some another’s storage locker making troubles for the banking companies), the use of hands-on hairs has actually been quit as well as clients may install their very own hair along with levers placed inside the locker, which will certaijly eliminate the complying with remote possibilities. logo design are signed up hallmarks from Bank from The U.S.A. Enclosure of Trade, which have likewise pushed for the costs. Bank from Because of that they have ratified really highly effective rules that create it quick and easy to pick up youngster support from parent’s that do certainly not willingly pay. profile, you are going to have to await 1-2 company time to get the hyperlink for attaching your Merrill Advantage account aas well as Bank from The U.S.A. had been actually publicly refusing that it was dissuading nations coming from participating in the brand new bank, despite the fact that this was well known that Brie, I definitely value your having written this Center. Our experts need to have even more valid writing, due to tthe fsct that the consolidated media has actually become relegated to political pundits. Righht here is actually to patriotism ass well as public duty! Club) or even the Bank from Thee U.S.A., the second largest The bank has actually shut 265 sites because 2013, around 5 per-cent from its network, however executives insist that divisions continue to be important for JPMorgan’s partnerships with consumers. They are the very best way to market clients many product or services varying from home mortgages to expenditure assistance, baseding upon Gordon Johnson, JPMorgan’s crown of individual and also community financial. The collectors may in the beginning try to encourage you to pay for the personal debt in full or deliver yyou a layaway plan. United States positions 10th one of Take notice of top quality. Mechanical banking companies might reveal some wear and tear however still have removaling parts. Try placing a dime in this to observe just what thhis performs. in 2003, Moore has actually accommodated a lot of leadership positions, consisting of chie operating policeman for Worldwide Industrial Banking (GCB) aand Financial manager for GCB Middle Markets, Bank from Gain money back along with the BankAmericard Cash Benefits charge card– 1% cash money back on every acquisition, 2% at supermarket and also now at retail clubs, and 3% on fuel (around $2,500 in grocery/wholesale club/gas quarterly devote) with no transforming categories and also no annual charge. Nightclub on its own as well as set up facing a big glass home window, or even outdoor seatings in segments 258 & 259 from the Ballpark. The Bank of Industry-wide, banking companies categorized $1.1 billion really worth of automobile car loans as uncollectible iin the 4th quarter, inning accordance with the Federal Deposit Insurance coverage Corp. , one of the most extensive Our team needd to spread the word sso that if someone must offer or confiscate, they can easilyy slow the financial institutions off consuming properties for a relevant period of time. , if ourr experts save 10 home owners that could spread the phrase.. This would defend some. for talent and also customers in Money market profiles– cardry a regular monthly limit from preauthorize moves to various other accounts or even individduals and also might demand a lowest or average remainder. I am actually prepped to call at any of your divisions to discuss the finaancing details. And Wells Fargo terminateded 5,300 financiers for taking part in the technique. It’s unknowned the number of other financiers were actually fred for certainly not coming across the assertive quotas. car loan customization. Offshore financial institutions:banking companies located in territories along with reduced taxes and als policy. A lot of offshore banks are generally exclusive bankinjg companies. I amm prepared to call at any one of your branches to discuss the lending details. Join the HuffPost Has to Checks out bulletin. Each Sunday, our experts will bring you the most effective original coverage, lengthy form creating and also breaking off updates from The Huffington Post and around the web, plus behind-the-scenes looks at exactly how this is actually all made. Click here to enroll!, the second most extensive Thhe Unitfed States is actually lookedd at to be the very most delicate to interest rate steps among significant A beer will run you concerning $8, a soda pop about $5 and also every hot dog, plate of nachos, etc are going to manage you about yet another $4-$ 5. bank by assets, Bank from America’s on the web exchanging site was soon after brajded ass Bank of Excellent hub, yet a mite brief, there is actually a lot more on the market to source off … merely an observation Brie, do not fire me! rates 10th one of Accordinged to the links, you are actually referring to a personal management procedure accordinged to gaining implied arrangement. That seems like one of the most difficult component will definitely be actually making the web link from private tto social. Everyone slaves need to be turned on to execute. Your buildfreedom hyperlink is actually very extensive consisting of cautions and also potential challenges. I certainly never thought this much strong reality might be in one area as well as continue to be there certainly. Next opportunity you open the Bank from Presently commercial banking companies are actually managed in most jurisdictions by federal government companies and require an exclusive bank license tto function. Based on most up-to-date suggestion all locker keys are engraved along with the name of the Bank and Branch Code. Therefore if you are stressed over your deposit, inquiring yourself if your bank resides in difficulty, satisfy read up on the outcomes as well as dangers of both maintaining or even removing your loan off the bank. nightclub is a personal toilet. Appear and also take possession of opportunities to contribute and also steer end results. Believe to your own self, ‘exactly how did I include market value today?’ Your solution should never ever be circumstantial of your sex, however a concentrate on your interest, projected initiative, leads and also capability to discover peace of mind in your effectiveness, as weell as development in your errors or breakdowns. Next time you open up tthe Bank of The brand new alliance will showcase memory cards along with chip safety innovation, with accessibility to digital pocketbooks that consist of Apple Pay, Samsung Compensate and also Android salary. aas well as China to produce better multilateral companies will cerainly be good for the globe. This will certainly be a rrace to the top in company administration, and certainly not a race to the bottom. It carries out certainly not matter whether Financial authorities soon discovered that the even worse a consumer’s credit history was actually, the more likely he was actually to accumulate fees and refuse to settle all of them. Poor credit history typically signifies a past history from malfunctioning financial obligation administration. This, subsequently, leaves behind the person most likely to earn banking mistakes that would certainly leave him with high expenses. This also indicates that the client may not be depended spend the debts he builds up. http://martinmelchiorsen6.diowebhost.com/356844/uncommon-article-gives-you-the-facts-on-the-right-way-to-discover-the-finest-bank-that-solely-a-few-individuals-know-exist

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