Annalesa Donmoyer, MS’ Post

"So, what's the deal with Customer Success? Is it just fancy support?" I hear this a lot, both inside and outside of my SaaS circles. Unfortunately, in many cases, it's true. It boils down to how the Customer Success Managers position themselves: - The first impression often involves diving straight into technical problem-solving during onboarding. - All interactions are reactive; CSMs wait for customers to reach out. - Conversations revolve around product features rather than business outcomes. - The true value of the CSM role isn't effectively communicated during the sales process. No wonder Customer Success gets mistaken for support. Here are 5 game-changing adjustments: 1. Lay Down Goals and Expectations Early Discuss business objectives with customers upfront. This lays the foundation for a relationship focused on achieving business goals, not just fixing issues. 2.Speak the Business Language Get acquainted with customers' industries, business models, and KPIs. Talking about product features in terms of business impact elevates discussions from technical to strategic. 3. Embrace Proactive Engagement Initiate conversations with customers, offering insights, recommendations, and strategic guidance. This positions you as a trusted advisor, not just a support contact. 4. Educate and Empower Equip customers with knowledge, best practices, and strategic advice. This makes you an invaluable resource for their growth and success. 5. Foster Internal Advocacy When all departments understand the strategic role of Customer Success, it reinforces its importance externally. Aligning everyone internally helps customers see CS as a strategic function. Let's aim for a world where when I explain what we do at Startdeliver, people respond with: "Customer Success... that's a strategic partner helping customers achieve their business goals and driving internal growth, right?" We'll get there.

Is the Sales-to-Customer Success Handoff Where Good Deals Go to Die? Let's be real, transitioning customers from sales to customer success can sometimes feel like passing a baton made of jelly. One misstep, and the whole thing slips away, leaving the customer wondering, "Did I make the right choice?" Consider this: 63% of customers are more likely to make a repeat purchase from a company that offers a good onboarding experience. Yet, many businesses stumble right at this critical juncture. Why? Because the handoff between sales and customer success often lacks coordination and clarity. So, how can we tighten this up? Here are some insights from the trenches: 1. Collaborate Early and Often: Before sealing the deal, have sales and customer success teams meet to align on customer expectations and potential challenges. 2. Share the Customer Story: Sales should provide a comprehensive overview of the customer's journey so far, i.e. their needs, goals, and any concerns they've voiced. 3. Introduce Faces, Not Just Names: Bring customer success into the picture during the sales process. A familiar face can make the transition smoother for the customer. 4. Leverage the Right Tools: Use integrated CRM systems to ensure all customer data is accessible and up-to-date for both teams. 5. Set Clear Metrics: Define success criteria for the handoff process. Monitor customer feedback during onboarding and adjust strategies accordingly. 6. Foster a Unified Culture: Encourage a mindset where both sales and customer success see themselves as part of a single team with a shared mission. Reflecting on this, it's clear: the handoff isn't just a procedural step, it's a promise to the customer that they're in good hands. Let's honor that promise and ensure our customers feel confident and valued from day one. What strategies have you found effective in smoothing the sales-to-customer success transition? #CustomerSuccess #SalesAlignment #OnboardingExcellence #CustomerExperience #Teamwork #BusinessGrowth

In today's competitive market, retaining customers and ensuring they achieve their desired outcomes with your product or service is crucial for sustained growth. This is where Customer Success comes into play! What is Customer Success? Customer Success is a proactive, strategic approach focused on understanding customers' goals, ensuring they receive maximum value from your offerings, and fostering long-term relationships. It’s not just about solving problems but anticipating needs and driving continuous improvement. Who are Customer Success Executives? Customer Success Executives (CSEs) are the champions of your customers. They: Act as trusted advisors, guiding customers through their journey with your product. Provide insights and best practices to help customers achieve their goals. Monitor customer health to preemptively address issues and ensure satisfaction. Foster strong relationships, ensuring customers feel valued and heard. Why Do We Need Customer Success Executives? Increase Customer Retention: Happy customers stay longer. CSEs ensure customers are consistently achieving value, reducing churn rates. Boost Customer Lifetime Value: Engaged and successful customers are more likely to expand their usage and invest in additional products or services. Drive Referrals and Advocacy: Satisfied customers become advocates, spreading positive word-of-mouth and driving new business. Gain Valuable Feedback: CSEs collect insights directly from customers, informing product development and helping tailor offerings to better meet market needs. Enhance Operational Efficiency: By addressing potential issues proactively, CSEs reduce the strain on support teams, streamlining operations and improving overall efficiency. Investing in Customer Success is not just about supporting your customers—it's about driving your business forward. When your customers succeed, your business succeeds. Ready to elevate your customer relationships and drive growth? Embrace the power of Customer Success! #CustomerSuccess #BusinessGrowth #CustomerRetention #CustomerExperience #CustomerSuccessManagement #BusinessStrategy

Securing the Middle: How We’re Redefining Customer Success 🫡 The middle. It’s a term I often use to describe customers who have been with us for a while—on auto-renew or multi-year contracts. They’re not “new” anymore, but they’re still vital. They’re loyal, but often overlooked in the fast-paced world of onboarding and renewals. Over the last couple of months we realized something: the middle needed our attention. We’ve worked hard to perfect our onboarding process—making it quick, effective, and seamless. But in doing so, we saw the risk of losing sight of our long-term customers, the ones with untapped potential for growth. So, we made a bold pivot. Here’s how we’re now securing the middle: ✔️ Quarterly Success Criteria Reviews: Instead of weekly check-ins, we now focus on understanding our customers’ goals each quarter. What are they striving for? Where can we help unlock value? From there, we activate work streams that align with their priorities. ✔️ Onboarding Never Ends: In a product with many use cases, modules, and opportunities for creativity, onboarding is ongoing. It’s not just about the first 90 days—it’s about constantly enabling our customers to explore, grow, and maximize value. ✔️ Layering Technology on Top of Process: Once we built the plan and identified the need, we implemented tools to bring it to life. Baton by ClientSuccess and ClientSuccess give us visibility into the health of our customers, helping us stay proactive and aligned with their evolving needs. The result? We’ve solved the middle. By focusing on long-term success, we’re delivering more value and strengthening relationships with our core customers. To anyone in customer success: don’t forget the middle. They’re the ones who’ve already trusted you—and they hold incredible potential if you continue to invest in their success. How are you securing the middle in your organization? 💡 #middle #customersuccess #clientsuccess #relationshipmanagement #goals

I've seen how a solid customer success plan can transform client relationships and drive results. 📈 But what exactly goes into creating an effective plan? Here are some key components: 𝗨𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗚𝗼𝗮𝗹𝘀 🎯 Start by identifying what success looks like for your customers. Align your plan with their specific goals and objectives. This helps to create a roadmap tailored to their unique needs and ensures that both you and the customer are working towards the same outcomes. 𝗖𝗹𝗲𝗮𝗿 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗖𝗵𝗮𝗻𝗻𝗲𝗹𝘀 🗣️ Establish regular check-ins and transparent communication to keep everyone on the same page. This fosters trust and ensures that any issues or changes can be addressed promptly, preventing misunderstandings and keeping the relationship strong. 𝗣𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘇𝗲𝗱 𝗢𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 🚀 Tailor the onboarding process to meet the unique needs of each customer, ensuring a smooth start. Personalized onboarding helps customers quickly realize value from your product, reducing churn and increasing satisfaction. 𝗣𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 🔧 Anticipate potential issues and address them before they become problems. By being proactive, you can mitigate risks and show customers that you are committed to their success, which enhances their overall experience. 𝗥𝗲𝗴𝘂𝗹𝗮𝗿 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗮𝗻𝗱 𝗥𝗲𝘀𝗼𝘂𝗿𝗰𝗲𝘀 📚 Provide continuous training and resources to help customers get the most out of your product. Regular updates, webinars, and training sessions can keep customers engaged and knowledgeable, leading to better utilization of your product. 𝗚𝗮𝘁𝗵𝗲𝗿𝗶𝗻𝗴 𝗮𝗻𝗱 𝗔𝗰𝘁𝗶𝗻𝗴 𝗼𝗻 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 📊 Actively seek feedback and use it to improve both your product and your customer success strategies. This demonstrates that you value your customers' opinions and are willing to make changes to better meet their needs. 𝗠𝗲𝗮𝘀𝘂𝗿𝗶𝗻𝗴 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 📏 Set clear metrics to measure the success of your plan and make data-driven adjustments as needed. Regularly reviewing these metrics can help you identify areas for improvement and ensure that your customer success efforts are effective. 𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗦𝘁𝗿𝗼𝗻𝗴 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀 🤝 Foster strong, long-lasting relationships by being a trusted advisor and partner to your customers. Building a personal connection can lead to increased loyalty and advocacy, which are crucial for long-term success. Having a well-thought-out plan can make all the difference in ensuring your customers achieve their goals and stay satisfied. 🔄 Repost to share with your network! ➕ Follow me Garry Grajales for similar content! #CustomerSuccess #AccountManagement #TechSales #CSPlan #GarrySuccess

Ever tried explaining your job to family and friends only to see their eyes glaze over? As a Customer Success leader, this is my life. Here’s a little peek into my world—and yes, there’s a BIG difference between Customer Service and Customer Success! Customer Service: Think of Customer Service as the superheroes you call when things go wrong. They swoop in to save the day when you’re locked out of your account, your WiFi is down, or you’ve accidentally deleted that all-important email. Their mission? To solve the immediate problem and make sure you’re back on track ASAP. Customer Success: Now, imagine if those superheroes not only saved the day but also trained you to avoid future catastrophes, helped you get the most out of your tech gadgets, and checked in regularly to make sure you’re living your best digital life. That’s Customer Success. Here’s the play-by-play: Proactive vs. Reactive: Customer Service is like firefighters—they react to emergencies. Customer Success is like personal trainers—we work proactively to keep you in tip-top shape, preventing fires before they start. Short-Term Fixes vs. Long-Term Goals: Customer Service solves immediate issues (think band-aids). Customer Success focuses on long-term success (think health plans). Problem Solvers vs. Growth Partners: Customer Service handles problems as they arise. Customer Success partners with you to achieve growth and success, like Yoda guiding Luke. Transaction vs. Transformation: Customer Service handles transactions and quick fixes. Customer Success drives transformation, ensuring you’re getting maximum value and reaching your goals. So next time I’m at a family gathering and someone asks what I do, here’s my new go-to: “I’m like Yoda. I don’t just fix your problems; I help you become a Jedi.” To all my fellow Customer Success professionals, how do you explain your role? Share your best analogies and let’s have a laugh! #CustomerSuccess #CustomerService #BusinessGrowth #CustomerExperience #CareerInsights #HumorInWork #FamilyExplanations #ProactiveSupport #CustomerJourney

The evolving and expanding scope of revenue teams! What am I talking about ? How Customer Success. It's Not Just About Closing the Deal (But It Helps!) Remember the days when a sale meant the finish line? Yeah, those days are long gone. In today's competitive landscape, customer success is the new closing handshake. Here's why prioritizing customer success is a win-win for everyone: Happy Customers = Loyal Customers: When you help customers achieve their goals with your product, they're more likely to stick around for the long haul. Think recurring revenue and glowing testimonials! Proactive Problem Solving: By focusing on customer success, you identify issues early on and prevent churn. It's like fixing a leaky roof before it rains cats and dogs (metaphorically speaking, of course). Upselling & Cross-Selling Opportunities: Happy customers are open to exploring other products or services that can further benefit them. It's a natural progression when trust and value are established. But wait, there's more! Here are some ways to elevate your customer success game: Focus on Onboarding: A smooth and personalized onboarding experience sets the stage for long-term success. Think clear communication, helpful resources, and readily available support. Proactive Communication: Don't wait for customers to come to you. Schedule regular check-ins, gather feedback, and proactively address any challenges they might be facing. Become a Customer Advocate: Your customer success team should be the customer's biggest cheerleader within your company. Advocate for their needs and ensure they have a positive experience at every touchpoint. Ready to make customer success a priority? Share your best customer success strategies or favorite customer success tools in the comments...

I've had a lot of conversations this week about Customers: What investment do companies make in customer success? Customers are incredibly expensive to acquire and often sales cycles last over a year. Post implementation, a lot rests on customer success functions to deliver on the contract, lay the foundation for contract renewals, and execute on the inevitable price increases. This week, I'd like to share my thoughts on the top 5 (ish) things a new Customer Success Leader might look at when they first join an organization.  It's not easy jumping into a new environment (company/industry) where expectations are high, there's an urgency to build customer trust, deliver results quickly, and revenue retention is at stake.   Here is where I'd start... 💡 Team + Tools: Ask your Customer Success (CS) team to educate you on the health of each customer/segment from their POV.  (This provides both an understanding of the customer and the CS team's confidence in their relationship with the customer.  If you peel it back further you can discover what the CS team has in terms of resources/tools to get at this information and analysis. Do they have what they need to accomplish their goals?) 💡 Customer Champion: Identify the business champions plus why they purchased the product/service.  Is there still a business champion and/or decision maker engaged? 💡 Data: Identify any/all customer data tracked, what's reported internally and externally.   Is it useful and actionable?  Is NPS a part of that data? 💡 Churn: What is the customer churn rate? 💡 Relationship Building: Are there regular schedules, agendas, and attendees for in person meetings with the customer?  If you are not in front of your customers on a regular basis, you cannot expect to move the business. The top 5 may vary depending on customer base, industry, and market channels, but it's a solid start for the first 30 days.  And of course, I'd love to hear what has worked for you. 🎯

If you don’t understand your customers' needs, they will fail. Period. And guess what? That’s not on them—it's on YOU. Trial & error is NOT an option in Customer Success. Guessing your way through customer relationships is a disaster waiting to happen. You can't just "hope" they’ll figure things out or assume that what worked last year will work today. Your customers don’t have time for you to learn on the job. It's time to ditch the old reactive mindset. Stop waiting for customer escalations to tell you what’s broken. Be proactive or be replaced. 🔥 Customer success isn’t just about retention numbers—it's about deep, relentless empathy. It's about being able to predict the needs of your customers before they even realize them. You either deliver value or you're just noise. So, are you driving success or just keeping the lights on? Your customers know the answer. Do you? Until next time, share what you are doing. What's working for you and what's not working? ……………………………………. First time seeing my posts? I post regularly about: ✅ Customer Success Leadership ✅ Ways to Improve CS Operations ✅ Proactive Customer Success Mindset 🔔Hit the bell to not miss a post 👩🏽🏫Want to improve your CS operations?- visit https://successguardian.in #customersuccess #saas #cco

Selling to Customer Success teams? If your outbound is getting a lot of “we are good for now” response, check this Using GlowRadius API, we curated list containing companies showing buying signals for Customer Success tools, services. It is like having access to list of $500K-$1M identified pipeline of hot accounts. We call it Exploding Account List. It is hyper targeted for <<Customer Success>>. What’s more important? These accounts likely have budget and priority towards Customer Success -- as seen through investment patterns in tools, processes, expanding teams, onboarding decision makers. But nothing matters unless you land 3-5 meetings from the Exploding Account List in few next weeks. That brings us to - How? Here is the 4 steps playbook Step 1 - Download the list of hot accounts (they show some buying signals) Step 2 - (Mostly misunderstood) Do not go for hard sales pitch right away. Instead conduct a webinar around a trending topic in Customer Success. Step 3 - Invite decision makers from these accounts. Webinars quickly build trust and open door for demo calls. Step 4 - For every 10 webinar participants, aim for 4 demo calls. Link of the exploding account list in comment