Customer Success Management
This process focuses on managing customer success with full visibility of the companies and tasks at hand. It aims to ensure customers are managed according to SLAs, with efficiency and speed.
Workflow Steps
Step 1 - New Client Handoff & Kick-off
After a deal is closed, the salesperson formally hands off the new client to the assigned CSM. The CSM then holds a structured kick-off call to align on goals and success criteria.
Step 2 - Onboarding & Implementation Project Management
The CSM manages the client's onboarding process, ensuring a successful implementation and that the client reaches their first value milestone quickly.
Step 3 - Quarterly Business Review (QBR)
The CSM holds a formal QBR with the client each quarter to review progress against their goals, demonstrate ROI, share best practices, and align on the roadmap for the next quarter.
Step 4 - Proactive Health Scoring & Renewal Management
The CSM monitors the client's health score (based on product usage, support tickets, NPS, etc.). Based on the score, they take proactive steps to mitigate risk. They also manage the contract renewal process well in advance of the expiration date.
The Purpose of Customer Success Management
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