Top 5 Pain Points of Customer Success

Managers

The Customer Success Challenge

● Customer Success is increasingly becoming the crucial cog that keeps the SaaS machine running

● SaaS companies need a good customer success team to ensure efficient onboarding and steady renewals

Burdensome Onboarding● With roadblocks clamouring for

attention, it becomes easy to forget that the SaaS application can solve pressing issues for the customer

● Customer success managers don’t have an easy platform to demonstrate product features and the value they can bring

Overwhelming Support Requests● As human interaction with

software increases, unfortunately so does the need for support

● Users should have the means to get their questions answered immediately, without having to call customer support

The Churn Demon ● What causes churn?

○ promised value that was not realized ○ unsatisfactory interactions when getting

assistance ● Recognize the high value of a long-term customer● Provide proper onboarding value transmission-

translate promises into reality● Encourage adoption- the user needs to use the

software to reap its benefits

Software Upgrades and Updates● An inevitable aspect of software solutions is the need

for consistent software updates ● Updates can be time-consuming, frustrating, and

result in a loss of productivity ● Provide clients with upcoming updates and their

improvements so that they will be ready and excited for the new update

Renewals, Cross-Sells and Up-sells

● Improve the ‘Total Lifetime Value’ of a customer (TLV)

● The problem for customer success managers is balancing company interests (sales) with that of the clients (value)

● A customer success manager should monitor client behavior to find opportunities for cross-sells, up-sells, and/or renewals

The Do’s● provide customer success managers with the tools to

demonstrate features● employ instruments that allow clients to get self-help● translate value promises into reality● gives clients a heads up on software updates and

upgrades● monitor opportunities for cross and up-selling, and

renewals

For more tips on improving customer success, visit the ‘Successfull’ blog by

clicking the logo below, or going to successfull.walkme.com