defining your csm organization structure - Gainsight

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Consulting. Ops. That was then. This is now. VP Sales. CS ... Analytics. • Productivity-focused. • Close relationshi
DEFINING YOUR CSM ORGANIZATION STRUCTURE Dan Steinman Chief Customer Officer Gainsight Jon Herstein SVP, Customer Success Box

©2015 Gainsight. All Rights Reserved.

Agenda Gainsight •  •  •  •  •  • 

Organization Structure Customer Segmentation Workload Assessment Operations? Metrics? What’s Unique?

©2015 Gainsight. All Rights Reserved.

Organization Structure That was then

This is now

CCO

VP Renewals & Upsell

Enterprise CSMs

1:Many

SMB CSMs

Ops

Strategic CSMs

CSMs

©2015 Gainsight. All Rights Reserved.

Segmentation

Segmentation Criteria •  ARR $$ •  Opportunity $$ •  Fit/complexity/strategic value

©2015 Gainsight. All Rights Reserved.

Workload

Workload Management •  Enterprise •  High-touch •  Overinvesting (new space) •  1 to $1M à 1 to $1.5M

•  SMB •  Low-touch •  Utilize 1:Many •  1 to $2M à 1 to $4M

•  Fit/complexity/strategic value •  Very high-touch •  Extended & strategic involvement •  1 to $500K ©2015 Gainsight. All Rights Reserved.

Operations

Operations •  •  •  • 

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Determined it was critical Invested early (100 clients) Gainsight Admin + Shared w/Services

Metrics Strategic •  Gross renewals •  Net retention •  R/Y/G profile & deltas

Tactical •  Health score (components) •  Triggers (CTAs) •  Task management ©2015 Gainsight. All Rights Reserved.

What’s Unique?

VP

©2015 Gainsight. All Rights Reserved.

Renewals & Upsell

Enterprise CSMs

1:Many

SMB CSMs

Ops

Strategic CSMs

Agenda Box •  •  •  •  •  • 

Organization Structure Customer Segmentation Workload Assessment Operations? Metrics? What’s Unique?

©2015 Gainsight. All Rights Reserved.

Organization Structure That was then

This is now CS

COO

VP Sales

Support

~15 FTEs ©2015 Gainsight. All Rights Reserved.

CS

User Services

Field CSM

Consulting

Commercial CSM

Ops

Customer Advisory

~175 FTEs

Segmentation

Segmentation Criteria •  Customer Size (EE) •  Seats Sold

©2015 Gainsight. All Rights Reserved.

Operations

Operations •  Systems, Process and Analytics •  Productivity-focused •  Close relationships with IT, SalesOps, Business Analytics ©2015 Gainsight. All Rights Reserved.

Metrics Outcome •  •  •  •  • 

Customer Referenceablity Adoption Retention (Gross) Expansion Sophistication

Activity •  Customer touchpoints (QBRs, etc) •  “Loss Mitigation” ©2015 Gainsight. All Rights Reserved.

What’s Unique?

•  •  •  • 

All post-sale services under one roof Box Retain Customer Advisory No renewals

©2015 Gainsight. All Rights Reserved.

Thank You!

©2015 Gainsight. All Rights Reserved.