From Customer Success Summit 2017 - Brian Merritt, VP Customer Success at Trustpilot, discusses "The First 90 days - A Customer Success Implementation Program". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.

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The First 90 Days:
A Customer Success
Implementation Program

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About Me
• Brian Merritt, VP Customer Success
• Global CS team of 50
• Roughly 10,000 Customers

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Who is Trustpilot?
Online community & business solution connecting consumers & businesses via reviews
28 million online reviews
800,000 new reviews/month
Reviews from 120 countries
72 million visitors/year
7 million unique visits/month
Over 1.5 billion impressions/month
180,000 reviewed websites
26,000 websites get new reviews/month
150,000 unique profiles viewed/month

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Introduction/context
• Customer Success is not Account Management
• Before we begin…..
• Discovering the needs
• Implementing the change
• Acting on the results

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Account Management (the past)
• Worked when there was little competition or innovation
• Customers had little choice and low expectations
• Basic account maintenance was sufficient
• Account Manager was one step up from billing contact

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Success Management (the future)
• Proactive approach to customers
• Support rapid shift in product/business landscape
• Continuous engagement over customer life cycle
• Company wide initiative
“I may have the title, but it is in our company DNA”

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Before you Begin
• Ensure C-suite support
• Ensure wide spread support
• Talk with people you don’t think you need to talk to!

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It takes a village…
Who’s who?
• CSM – Customer Success Manager
• IM – Integration Manager
• SUP – Support
• CM – Customer Marketing
• PMM – Product Marketing
• PM CS – Product Manager CS Systems
• PM PROD – Product Manager - Product
• HR BP – HR Business Partner
• SO – Sales Ops
• L3 SUP – Level 3 Support
• AR – Accounts Receivable
• LAW – Legal
• DA – Data / Analytics
CSM IM
TL
CSM
CSM SUP
CM PMM PM
CS PM
PROD
HR
BP
SO L3
SUPAR L
AW
DA
CSM IM
TL
CSM
CSM SUP
CSM IM
TL
CSM
CSM SUP

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Assess KPIs – Day 1
• What KPIs are you driving to?
• Are you KPIs redundant or aligned?
• How are you measuring?
• What is your baseline?
LTV
CRC Churn

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Mission Statement – Day 2
• Mission statement building helps the team come together
• An exercise that helps the team form around new ideas
Trustpilot Customer Success Mission Statement
To forge strong relationships, accelerate product adoption and
maximize ROI for our partners, while growing the online review
community on which consumers depend.

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Data Sources - Day 15
• Determine the data needs to support
KPIs
• Assess quality of data sources
• Understand limitations of data
• Determine relevance of data sources

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Team Structure and Compensation – Day 30
• Determine how the team will be structured
• Pods, Cross Functional, Virtual
• Determine how various members of the team will be measured and paid
• KISS – your team members need to understand how they get paid!
SR
CSM IM
TL
CSM
CSM SUP
CSM IM
TL
CSM
JR
CSM SUP
CSM JR
CSM
TL
CSM
SR
CSM IM
TL
CSM
SR
CSM IM
Volume Nurture Growth Strategic

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Team Dynamics – Day 45
• Develop a pod structure to support book of business
• Blend of cross functional resources (SM, IM, Support)
• Nurture, Growth, Strategic customers allocated by pod
• True partnership across the team (compensation accordingly)
• Need identified and allocated resources from other departments

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Early Warning systems – Day 60
• Data is king – the more data points, the better
• Need continues feedback from customers (NPS, CSTAT)
• System for displaying, analyzing, and responding to data (Totango)
• Agile approach to deployment of new tools and campaigns

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Roll out plan – Day 75
• Think about communication plan
• Internal and Customer facing
• Work with various marketing teams
• Social, Customer Marketing, Demand Gen, Lead Gen, Events team
• Don’t forget your sales team! Customer Success is something that can be sold!
• Shout it loud! And keep telling your customers how they ae changing

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Day 90 and on……
Iterate !
Iterate !
Iterate !
Your product doesn’t stop evolving, why would how you support your customers
stop?

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Q&A

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THANK YOU