Case Studies

Defining Customer Success Excellence

Project Summary:

  • Industry: High-tech software/electronic agreement company
  • Employees: 7,500
  • Outcome: Increased performance and less variance in how key customer success roles were performed, leading to increased customer satisfaction, retention, and expansion

Organizational Challenge:

To assist with their transition from customer support generalists to product specialists, this #1 cloud agreement and electronic signature company sought to define “what great looks like” in their key customer success roles. Doing so, they felt, would enhance their ability to attract, retain, and grow top talent in a highly competitive and lucrative marketplace. As a company who invests heavily in their people managers, it was important to not only gain their advocacy for a novel approach to performance and coaching, but also accelerate their already strong performance.

Performance-Based Solution Components:

  • Role Excellence Profiles (REPs) for Technical Customer Success Managers and Technical Support Engineers
  • Assets to support the new standard of excellence for each role, including: Job Descriptions, Interview Guides, Coaching Guides, and Action Plans
  • Recommendations for an onboarding curriculum and “repeatable practices” job aids
  • Manager Workshops – to equip managers to coach and hold the team accountable to the new standards
  • Individual and Team Diagnostics & Workshops – explored how to unleash higher levels of individual performance and self-awareness, and improve team communication and collaboration
  • Individual Leadership Coaching Sessions

Client Impact:

  • Increased dashboard metrics including:
    • Maintaining/Exceeding Service Level Agreement targets, including:
      • First response rate to resolution 80%+
      • All cases managed to resolution
      • High quality and clear customer communications
      • Number and quality of detailed information contained in bug reports
    • Customer-satisfaction metrics (via both formal surveys and unsolicited feedback)
  • Increased levels of engagement, job satisfaction, teamwork, knowledge-sharing, and intention to stay with the organization
Privacy Settings
We use cookies to enhance your experience while using our website. If you are using our Services via a browser you can restrict, block or remove cookies through your web browser settings. We also use content and scripts from third parties that may use tracking technologies. You can selectively provide your consent below to allow such third party embeds. For complete information about the cookies we use, data we collect and how we process them, please check our Privacy Policy
Consent to display content from - Youtube
Consent to display content from - Vimeo
Google Maps
Consent to display content from - Google
Consent to display content from - Spotify
Sound Cloud
Consent to display content from - Sound