How to Win New Business through Customer Success

Bernie KassarSVP, Customer Success &

Support

Abhay

Rajaram

VP Customer Success

Misha Logvinov

VP Customer Success

Bernie Kassar

SVP, Customer Success & Support

• OWN POST IMPLEMENTATION CUSTOMER

EXPERIENCE

• CAREER PATH

• Sales / Business Development

• Customer Advocacy

• Customer Success & Support

• PREVIOUS COMPANIES: Endeca (Oracle), Callidus, Compuware, InfoTronics & Deluxe Corporation.

About Xactly Corporation

• LEADER IN SAAS INCENTIVE COMPENSATION MANAGEMENT 

• FASTEST GROWING PROVIDER (OVER 650+ CUSTOMERS)

• FOCUSED EXCLUSIVELY ON INCENTIVES AND COMPENSATION

• MANAGING >$4 BILLION IN COMMPENSATION ANUALLY

Customer Success & Support Focus Areas

Net-Net = Make Customers “Happy!”

- Product Questions- Break / Fix - Self Service- Knowledge Base

Customer Success Customer Support - Adoption - Renewals- Add-On Revenue- Customer References

Customer Success Coverage Model

Enterprise

Medium Size Business

SMB

4001+ Employees

Up to 350 Employees

351 - 4000+ Employees

Customer Success Coverage Model Mirrors our Sales Model

Customer Success Initiatives

1

2

3

Grow Premium Support Customer Base

Add-On Revenue (Land & Expand)

Customer Success Index: CSI via Score Cards

1

2

3

Involve your Customers Early

Anticipate your Customer’s Next Move

Continually test the Customer Experience

Things to Think About

• Executive ownership of customer

success

• Renewals, customer support,

customer programs, new business,

insights & tools

• Previously CIO and other technology

leadership roles

Chief Customer Officer

Lithium Technologies

Misha Logvinov

@mishalogvinov

Our software helps brands build deeper connections with customers

Respond to social conversations at scale

Build engaging online communities

Understand consumer profile & reputation

Lithium Technologies

@mishalogvinov

Lithium Customer Success Team

▪ (1) Director, Customer Success

▪ (4) Customer Success Advocates

▪ (4) Account Managers

▪ (20) Global Customer Support

▪ Strongly aligned with Sales, Services, Marketing, Product, Finance

@mishalogvinov

Org awareness & investment in CX1

2

3

4

5

Clear visibility into customer health

Focus on relationship management

Infuse customer success internally

Tie products/services to real value

Lithium Customer Success Blueprint

Plans for 2014

▪ Elevate account management strategy & function

▪ Map and implement post-(initial)sales customer journey

▪ Evolve descriptive customer health analytics into a predictive / prescriptive toolkit that enables key decisions

▪ Mature processes for customer health management

@mishalogvinov

Abhay Rajaram

VP Customer Success

Hightail

• Executive customer champion

• Background in product, marketing,

services, and engineering

• Cisco, IronPort, 3Com, Wipro

• Wannabe soccer star, proud dad

A cloud file sharing solution for professionals

About Hightail

Customer Success at Hightail

• Professional Services• Deployment, Optimization, Integrations, Custom Implementations

• Customer Engagement• Adoption, Usage, Renewal (and everything in between!)

• Training and Education• Content, Community

• Customer Support

Our Customer Success Journey

Through 2012• Build and Organize

2013• Execute and Scale

2014• Optimize and Invent

Driving New Business

• Engage Early in the Sales Cycle

• Create Evangelists

• Upsells!

• Translate VOC into Product

• Monetize Customer Success…

Thoughts?

Tweet questions / comments to @AbhayRajaram

Q & A