Building A Customer Success Operations Function
Mark Speare
What is CS Operations?
Customer Success Operations is the force multiplier that enables CS at scale through initiatives that drive efficiency, value, and growth.
Foundations of CS Operations
Data
04
Model CS data to uncover insights, enable automation, measure impact, and identify gaps.
Tools
03
Implementing tools across the CS Department that drive value for customers and employees at scale.
Processes
02
Building processes that automate and align the department to drive business outcomes and efficiency.
People
01
Adding the right roles at the right time based on efficiency models and business needs.
Structure of the CS Operations Team
Data Analysis
CS
Enablement
CS Operations
Breaking Down CS Processes
Adoption Management
Persona
Management
Risk
Management
Renewal Management
Expansion Management
Advocate Management
Tech
Touch
Success
Planning
Support
Experience
Services
Experience
Product
Success
Company Success
Customer
360 View
Protect and Grow
Delivering Amazing Customer Experiences
Health and Value
Lifecycle Management
Outcomes
Health
Customer Health
Tool Infrastructure
Need to Have Solutions
Recommended Solutions
Mapping Data Models to Business Outcomes
Expansion
Risk (Churn & Module Removal)
Adoption
Account Health Score
Outcomes Health
Renewals
Data Models
Advocacy
Risk Indicators
Business Outcomes
Data models allow us to predict the probability of business outcomes – enabling CSM’s to focus time and effort where impact is highest
Key Metrics to Monitor
Metric | Formula |
Gross Profit Margin | (Gross Profit Margin) = Revenue - COGS/Revenue |
Customer Lifetime Value | Customer value x average customer lifespan |
Gross Dollar Retention | Churned ARR + Downgraded ARR / Starting ARR |
Customer Satisfaction Rate | Total Number of 4 or 5 Scores / Total Number of responses x 100 |
NPS | (Total Number of Scores of 9 or 10 / total number of responses) - (Total Number of Scores of 1 or 6 / total number of responses) |
Time to Value | Contract Start Date - Day of Customer Live with Tool |
Customer Retention Rate | (# of Customer at End of Period - # of New Customers at End of Period / # of Customer at Beginning of Period) x 100 |
Expansion Conversion Rate | ARR of Closed Cross Sells at End of Period / ARR of Potential Cross Sells at End of Period |
Lessons Learned
Building a CS Operations team from the ground up to support CSM’s, Customer Experience and Professional Services teams I have learned many lessons but the success of the team relies heavily on:
THANK YOU!