Building a Customer Success team
• Hiring Manager of Customer Success and CSMs
• Developing a 90 day onboarding plan
• Coaching, training, and mentoring entire team
Scaling a Customer Success team
• Determining which metrics matter and how to report on them
• Establishing workflows, processes, and playbooks
• Implementing Customer Success products for automated messaging, tracking customer health, etc.
Reducing customer churn and increasing recurring revenue
• Creating processes that deliver upsells and renewals
• Analyzing customer cohorts
• Aligning Sales, Support, Growth, and Customer Success teams
Have a project you want to discuss? Email me at Brooke.Goodbary [at] gmail.com
Want to learn more about Customer Success topics critical to your business? Check out my blog. My work has also been published by OpenView Labs, Intercom, Natero, Amity, Calendly, Upwork, Kayako, and ChurnZero.