Acuity Brands’ Post

Behind every thriving customer success program is a well-oiled team dedicated to enabling your users' long-term success and growth. Who exactly are these MVPs? 🤔 The 3 essential roles at the core of customer success: 📞 Customer Support - The front-line team who responds to inquiries and troubleshooting issues as they arise across channels like phone, email, chat, etc. They ensure a smooth initial experience. 🚀 Implementation & Onboarding Specialists - These experts take a proactive approach, ensuring new customers are properly set up, trained, and enabled to become self-sufficient users from day one. 🏆 Customer Success Managers (CSMs) - They serve as trusted advisors, proactively guiding accounts throughout their journey. From regular health checks to strategic advice, they relentlessly pursue successful customer outcomes. While sales and marketing teams acquire new customers, this customer success team nurtures and expands those relationships into fruitful, long-lasting partnerships. Curious to learn more about building a powerhouse customer success engine? Check out our comprehensive guide here: https://buff.ly/3UPEejP

🌟 As a Customer Success Manager, our mission is to ensure customers achieve their goals with the product/service. 🚀 Here's what we do: 1. 🎉 Onboarding: Guide new customers through setup and features to kickstart their success journey. 2. 💬 Relationship Building: Forge strong connections by understanding needs and being proactive in addressing concerns. 3. 🛠️ Customer Support: Provide timely assistance to troubleshoot issues, collaborating with internal teams for solutions. 4. 🎓 Training and Education: Offer resources like webinars and tutorials for customers to maximize product/service value. 5. 📊 Success Planning: Collaborate on tailored success plans, tracking progress towards goals over time. 6. 💳 Renewals and Upsells: Identify opportunities for growth based on customer satisfaction and usage data. 7. 🗣️ Customer Feedback: Gather insights to drive product enhancements and improvements. 8. 📣 Advocacy and Retention: Encourage satisfied customers to advocate for the brand and address retention risks. 9. 📈 Metrics and Reporting: Track KPIs to measure success and communicate progress internally. 10. 🔄 Continuous Improvement: Stay updated on industry trends and competitor offerings for ongoing strategy enhancement. 🌟 The goal of a Customer Success Manager is to cultivate enduring, win-win relationships with customers, aiding them in extracting the utmost value from the product or service. This leads to customer satisfaction, retention, and advocacy. 🤝🔍#CustomerSuccess #MaxValue #LongTermRelations #RelationshipBuilding #CustomerValue #Advocacy

As a Customer Success professional, one of my core responsibilities is to deeply understand my customers. We must actively listen with empathy to see the unspoken needs and insights beneath the surface, requiring focus and attention during interactions. Using Sybill, I’ve lifted the burden of remembering every critical moment or having to re-watch calls multiple times to document everything in Salesforce. This has been a game-changer for my workflow and productivity. But even more so for my customers. What I enjoy most about Sybill is its ability to deliver comprehensive summaries right to my inbox. Without any extra effort on my part, Sybill lays out the outcome, next steps, key takeaways, interests, and crucial points from each call. This allows me to focus entirely on my customers during our interactions, knowing that Sybill has got the details covered. Thanks to Sybill, I can now engage more meaningfully with my customers, ensuring that their needs are not just heard but truly understood and addressed.

In the Customer Success role, one often comes across a situation wherein he/she has to perform various activities to save the business from churning. Below are some of the techniques which CSMs can use in their day-to-day job. Capture Business Outcomes: 1. Customer’s expectations 2. Financial Goals 3. Create plan and timeline for value realization Regular cadence calls Provide summary of previous meetings and address open items. Ensure customer’s technical team is focused on using your products. Prepare Battle-cards: Be ready with Battle-cards/competitor analysis tool to rescue the account Understanding personality and skill set of technical resources and business stakeholders Price Negotiation: Sometimes downsizing on the existing contract or flat renewal offers help to rescue the account. Identifying potential customers for product swaps Identifying existing pain points: 1. Review all technical cases. 2. Identify business critical ones. 3. Take assistance of support and product teams to get those resolved. Else provide workarounds. Bridge the communication gap in between various teams and customer Understand previous engagements with customer from different teams

This was the mission statement for our Customer Success team at Highfive: Inspire definition, achievement, and celebration of ongoing success using Highfive We went to lengths to explain exactly what this statement meant. Here's the first piece of that explanation: Success - Customers love to be successful. Even when “success” isn’t their obvious top priority, deep-down they value identifying important goals, implementing high-impact solutions, and achieving optimal outcomes. They want to weave success into the fabric of their culture, and across the business. Highfive - and our Success Team - is here to help them do just that. Inspire - The Success Team at Highfive drives success with customers through active involvement. We seize opportunities to initiate positive, constructive engagements aimed at helping our customers achieve real, substantive wins. We evangelize success-thinking, getting customers excited about what they can accomplish and how they can accomplish it. Early in the customer journey, we take a leadership role, really pushing for identification of new use cases and solutions. As the journey continues, we look to cultivate in the customer a sense of ownership and the skills that will allow them to take the reins to drive ongoing success in their organization. Ultimately, we strive for our customers to consistently uncover new ways to be successful using Highfive. I'll continue the exposition on the mission statement in my next post.

Build your customer success career with tips from three Salesforce pros! Three of our customer success experts share their insights on everything from landing your dream job to thriving in your role:

Curious what #QualtricsLife on the Customer Operations team is like? It's about so much more than just keeping the gears moving. It means becoming part of a support system that values your growth, recognizes your achievements, and provides the environment and incentives to not just grow but thrive. Learn more about the team, the organization, and the opportunities available! #CustomerOperations #TechSupport #ProductSpecialist #TechnicalAccountManager #TechJobs

As a leader of a customer success specialist team, I often get asked what does a CSS do and how is it different from a Customer Success Manager (CSM). In this post, I will try to answer these questions and share some insights from my experience. A customer success specialist (CSS) is someone who helps customers achieve their desired outcomes with a product or service. A CSS is responsible for onboarding, training, and retaining customers throughout their journey. A CSS also collects feedback, identifies upsell and cross-sell opportunities, and advocates for the customer's voice within the organization. A customer success manager (CSM) is someone who oversees the customer success strategy and operations for a segment or portfolio of customers. A CSM is responsible for setting and measuring customer success goals, aligning resources and processes, and ensuring customer satisfaction and loyalty. A CSM also builds relationships with key stakeholders, negotiates contracts and renewals, and drives customer advocacy and referrals. As you can see, both roles are essential for delivering value and creating loyal customers. However, they have different scopes and levels of involvement. A CSS is more focused on the tactical execution of customer success activities, while a CSM is more focused on the strategic planning and management of customer success outcomes. I hope this post helps you understand the difference between a CSS and a CSM. If you have any questions or comments, please feel free to share them below.

Curious what #QualtricsLife on the Customer Operations team is like? It's about so much more than just keeping the gears moving. It means becoming part of a support system that values your growth, recognizes your achievements, and provides the environment and incentives to not just grow but thrive. Learn more about the team, the organization, and the opportunities available! #CustomerOperations #TechSupport #ProductSpecialist #TechnicalAccountManager #TechJobs

Build your customer success career with tips from three Salesforce pros! Three of our customer success experts share their insights on everything from landing your dream job to thriving in your role: