Building and scaling a strong customer success and support team is crucial for any startup. As your company grows, so does the complexity of managing customer relationships, ensuring satisfaction, and maintaining strong communication across departments. Whether you're refining your post-sales processes or preparing to expand your customer base, these expert-led sessions provide valuable insights into the strategies and tools you need to effectively manage and empower your customer success teams.
In this blog, we've curated a collection of on-demand videos that explore key topics, from designing seamless customer journeys and diffusing difficult client situations to measuring customer health and scaling your customer support function. These sessions are packed with practical advice, best practices, and real-world examples to help you navigate challenges and build strong, lasting relationships with your customers.
No matter where you are in your customer success journey, these videos offer actionable tips to help you grow your team, improve your processes, and deliver exceptional experiences that drive customer loyalty and business growth.
Table of Contents:
Customer Support 101: Setting up the Function
Providing top-tier customer support is essential for helping your users succeed with your product. The quality of your support can be the deciding factor between a subpar and a standout experience. After all, everyone appreciates receiving great assistance when using a product or service. In this workshop, we will explore how to establish a high-performing customer support function.
Topics Covered:
How to initiate customer support for your product
Key metrics for measuring success
Tailoring support for end users vs. clients (corporates/companies)
Essential systems and tools to implement
Developing an issue escalation path for optimal response
Speaker: Madhu Narayan-Petrino
Everyone Wants a Representative: Scaling Customer Support
As your customer base expands, it's crucial to maintain the same high level of support you promised during the sales process. In this panel, we’ll discuss strategies for scaling customer support during periods of rapid growth.
Topics Covered:
Onboarding customers at scale
Leveraging a customer community for support
When to introduce automation in customer service
Speakers: Jared Darby, Lizzy Rosen, Savanah Eichfeld, Jodi-Tatiana Charles
Leader of the Pack: Ensuring Your CS Team & Customer Crush Onboarding
A strong onboarding process ensures a seamless customer experience and sets the foundation for long-term success. Proper delegation and structure are key to achieving this.
Topics Covered:
Customer onboarding best practices
Delegating onboarding responsibilities
Setting expectations for onboarding and post-onboarding support
Speakers: Erica Ayotte Favorito
No I in Team: Empowering Customer Support and Success Teams
Strong collaboration across departments is essential for delivering a seamless client experience. Establishing effective workflows and communication systems is key.
Topics Covered:
Successful transitions from Sales to Customer Success
Raising challenges, generating solutions, and taking action across teams
Aligning customer expectations with their experience
Sharing customer feedback constructively between Product, Sales, and Customer Success
Speakers: Nathan Crafts, Rob Zambito, Mint Ketthin, Kiran Panjawi
Tech-Touch Chess: Scaling with Consistency and Scale
What is tech-touch, and how can it enhance your customer success strategy and scalability? In this panel, we’ll explore digital customer success methodologies and how they can bring consistency and efficiency to your initiatives, ensuring a positive experience for both clients and your business.
Topics Covered:
Why tech-touch is crucial in today’s funding environment
Tech tools CS teams can leverage throughout the customer journey
Key metrics for a successful tech-touch program
Risks associated with a tech-touch approach
Speakers: Asha May, Erica Ayotte Favorito, Alex Johnston, Allastair Meffen
The Devil is in the Details: Understand Customer Satisfaction via Metrics and Tools
Tools for collecting customer satisfaction data are only effective when paired with the right systems for interpretation. The what, when, and how of metrics are critical to your business success.
Topics Covered:
Key KPIs for measuring success in Customer Support
When to review and adjust metrics
Building a strong future with Customer Success metrics
Sharing customer feedback across departments for continuous improvement
Speakers: Sean MacPherson, Stacy Justino, Nicolas Abele, Manali Shinde
Put a Ring on It: How to Fortify Engaging Client Relationships
Building strong client relationships is challenging but essential, especially during the early-to-growth stage. In this session, leaders from growth-stage startups will share the challenges and solutions they face in fostering and managing client relationships.
Topics Covered:
Customer success “golden rules”
Knowing when to invest time in strengthening connections
Identifying and nurturing strong client relationships
Speakers: Jack Palley, Kristen Curtiss, Stuti Bhargava, Jackie DelMonte
Building Empathy: Customer Journey through the Customer Success Lens
What do great products have in common? A seamless user experience from sign-up to purchase, whether interacting with sales or support.
Topics Covered:
How to design a successful customer journey from sales handoff to retention and renewal
What a positive user experience looks like with sales and account management teams
Leveraging technology to enhance the customer experience
Take a Breath: The Art of Diffusing Difficult Clients
As the post-sales contact, you often face misaligned expectations and the frustration that follows. How do you handle these challenging situations? And how can you equip your team to navigate them effectively?
Topics Covered:
Why customers escalate and what’s behind their frustration
Methods for showing empathy, even when it’s difficult
How to provide constructive feedback and reset a positive narrative
Persuading customers to consider alternative solutions while still achieving their goals
Speaker: Jean-Pierre Frost
Temperature Check: Measuring Customer Health
Customer health is the key to understanding whether your customers are succeeding with your product or service. Healthy customers drive growth, while unhealthy ones can lead to churn and other challenges. In this round robin, experts will share their experiences with customer retention, successful interventions, and more, followed by a Q&A session.
Topics Covered:
Key metrics to monitor
Avoiding vanity metrics
Understanding and managing normal customer churn
Strategies to prevent churn
Ad hoc interventions to consider
The best tools for tracking customer engagement and attrition
Speakers: Shelly McAdle, Jay Weeks, Danielle Johnson
Metrics Magic: Measuring a High Functioning Post Sales Team
As a post-sales leader, you have countless metrics to track—but how do you know which ones matter most for your team, your C-Suite, and your company? In this panel, we’ll discuss how to focus on the right data and use it to measure your team’s success in delighting and empowering customers.
Topics Covered:
Becoming more data-driven in post-sales
Using metrics to boost team growth and your leadership career
Understanding which metrics matter most to the C-Suite
Speakers: Kate Zartarian, Sheryl Hawk, Diane Gordon, Kate Bischoff
A Tale of Two Departments: Who Owns Customer Expansion
The debate between Sales and Customer Success over who should own customer expansion strategies is more relevant than ever. Join us for a lively debate where we’ll discuss the pros and cons of different approaches to customer expansion.
Topics Covered:
Customer Success solely owning net revenue retention
Sales handling all renewal and expansion conversations
Hiring an account manager for expansion and renewal
Customer Success reporting to Sales instead of Operations or the CEO
Speakers: Eleni Vorvis, Christopher Harris, Marcela Albertini
As you continue to scale your customer success and support teams, applying the right strategies, tools, and insights is essential to building strong customer relationships and driving growth. The videos in this series provide expert advice to help you navigate the complexities of customer retention, support scaling, and team empowerment.
Keep refining your approach, applying these lessons, and tackling challenges with confidence to elevate your customer experience. To stay up-to-date with the latest trends, best practices, and resources for scaling your customer success function, be sure to subscribe to our newsletter (directly below). Receive regular updates filled with actionable insights and stay ahead in the dynamic startup landscape. Join our community and keep growing!
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