success showcase: how tanium built a high-touch …...why customer success? tam sales activity /...

©2018 Gainsight. All Rights Reserved.

Success Showcase: How Tanium Built a High-Touch CS Model to Complement a Unique Team & Technology

Issara SrunDirector, Customer

Success

Adrian BeckSenior Director,

Customer Success



• Security and Ops Resilience• 1 server. Millions of endpoints• 650 employees. 400+ customers• On-premises + subscription • CS launched in Sept, 2017• 10 CSMs in wider TAM team of 250


Agenda

• Context: Why Customer Success at Tanium?

• Challenges: What obstacles did we need to overcome?

• Solution: Design, Test, Build Customer Success at Tanium

• Impact: KPIs, Qualitative, and Cross-Functional Impact

• Q&A


Why Customer Success?

TAMSales

Activity / Attention on Customer

Lead Sales Deployment In Service Advocacy

Full

Proactive

Reactive

POC

“the account is in support mode…”“we’re only used in a couple of niche use cases…”“we have our weekly call. That’s about it….”“we manage the account on Slack…”

• No Pro Services• No hidden fees• No hand offs• No hierarchy• No bureaucracy

©2018 Gainsight. All Rights Reserved.©2018 Gainsight. All Rights Reserved.

Our Challenges


Revenue Growth

80%Customer Retention

100%Net Retention

150%


Are We Confident That Customer ‘X’ Is Going To

Renew?


1. Fully deployed?2. Receiving value from us?3. Engaged at the right levels?

Is the customer…


TAM Skill AreasPre-Sales

Implementation

Customer Support

QA


CSM Skill Areas

Consulting

Project Mgmt

Service Mgmt

CSM


TAMSales


Full

ProactivePOC

Reactive

The observed gapActivity / Attention on Customer


CSM solution

TAMSales

Activity / Attention on Customer


Full

POC

CSM / CSM Enablement

Skills: Consultative, Operational, Programmatic

Focus: Consumption, Value, Retention, Process

Proactive

Reactive


Our Solution


No segmentation

Every customer is High Touch

Segment the role, not the customer

High Touch CSM

Low Touch CSM

Advisory CSM

Breadth of Customer Success


Health Scorecard


Example: Account Reporting > DSRs and CADs


Our Impact


"Having Tanium’s CSM really understand the business has resulted in many ideas not only being conceived but being delivered”

CISO – Top UK Bank

"It really takes 3 roles to deliver customer success (AM/CSM/TAM). We LOVE the CSM model…how do we get it across all of our other accounts?!?!"

Tanium Sales for Fortune 20 Customer

In other words…


What Now?• Hiring and scaling unicorns• Refine Low Touch and Advisory models• Instilling CS mojo!• Refine metrics • Refine customer journey • Push the boundaries in the field


Key Learnings & Take Aways

• Design, test and deploy

• Align with your culture

• Apply what is appropriate. Fill in the gaps


Q&A

success showcase: how tanium built a high-touch …...why customer success? tam sales activity /...

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