sim city - gainsight · sim city deﬁning the organizational model, cross-functional alignment and...

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Sim City Defining the Organizational Model, Cross-

functional Alignment and Executive Profile for Customer Success

NICK MEHTA Gainsight

Tien Tzuo Zuora

Kirk Bowman Accel Partners


Defining the Organizational Model for Customer Success

MONICA ENAND Zapproved

JIM YU BrightEdge

DALE STRANGE Blackbaud

ROB TARKOFF Lithium


Zapproved Customer Success

CEO

Finance Sales Marketing Product Engineering

Customer Success


How do I organize my company around Customer Success

•  Values •  Customer Success is our top value

•  Org Structure •  Customer Success Reports to CEO

•  Shared KPI for E-Team


Blackbaud Customer Success

Customer

Professional Services

Education Services

Support Services

Customer Success

•  Your Passion, Our Purpose

•  35,000 Philanthropic Clients •  60,000 Unique Contracts •  $735m high growth business •  ~85% Recurring Revenue

About Blackbaud

Operating Model

•  Centralized organizaEon reporEng to COO •  Heavy onboarding & adopEon focus •  Tiered CSM Model •  Dedicated Renewals team •  Significant Customer Intelligence investment



•  Your Passion, Our Purpose

COO

VP Customer Success

VP Support Services

VP Education Services

VP Professional

Services

Director Onboarding &

Adoption

Director CSM

Management

Sr. Manager Operations &

Cust Intelligence

Director Renewals

Operating Model

About Blackbaud

•  35,000 Philanthropic Clients •  60,000 Unique Contracts •  $735m high growth business •  ~85% Recurring Revenue

•  Centralized organizaEon reporEng to COO

•  Heavy onboarding & adopEon focus

•  Tiered CSM Model •  Dedicated Renewals team •  Significant Customer Intelligence

investment


Lithium - constructing a program to drive solutions

•  We used Lithium thought leadership to identify the core KPIs for customer success

•  We leveraged data from 450+ customers to develop ability to compare peer clusters

•  We automated and anonymized the process to make presenting data and selecting peers easy


Cross-functional Alignment and Executive Profile for Customer Success

MONICA ENAND Zapproved

JIM YU BrightEdge

DALE STRANGE Blackbaud

ROB TARKOFF Lithium


Zapproved – Five Key Qualities for CS

Empathy High EQ

Calming Intelligent Fearless Customer First!


If I’m looking for a Customer Success leader, what is the background, and what do I look for?

•  Domain Expertise

•  Consultative

•  SaaS

•  Reactive / Proactive



•  Leadership Characteristics •  Strong, company-wide visibility & organizational agility •  Progressive change agent •  Balanced obsession for business results & customer outcomes

•  Past Experience •  Broad business background (Sales, Marketing, Services, Support) •  P&L Management and Recurring Revenue expertise •  Prior “C” Suite reporting

•  Lessons Learned •  Don’t skimp . . . You’ll get what you pay for & talent is in high demand •  Carefully examine internal and external candidates •  Look for a leader comfortable with people, technology and process

•  Executive Profile – What to Look For


Lithium - Include a recommendations framework

•  Always include ideas the customer can execute on their own

•  Include specific professional services activities/workshops with expected outcomes

•  Include specific software upsells which specifically improve the KPI


Example Customer Deliverables

•  Example Benchmark •  Program Highlights •  Delivered during

customer business reviews

•  31 KPIs across solution portfolio

•  Includes growth metrics, key ratios and survey data


Discussion at Tables (3:45 – 4:00)


Group Readout (4:00 – 4:10)


Thank You!

NICK MEHTA Gainsight

Tien Tzuo Zuora

sim city - gainsight · sim city deﬁning the organizational model, cross-functional alignment and...

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