Strategic CSM Objectives and Success Metrics

Objective 1: Increase Customer Engagement

Description: Improve the level of interaction and engagement for Strategic customers.

Success Metrics:

• Engagement Rate: Track the percentage of Strategic customers who interact with communications (emails, meetings, webinars).

  • Target: Achieve a 50% engagement rate within the first 6 months.

• Content Consumption: Measure the number of times customers access and interact with educational content (videos, articles, webinars).

  • Target: Increase content consumption by 60% within 6 months.

Objective 2: Reduce Churn

Description: Lower the churn rate among Strategic customers by improving their overall experience, satisfaction, and value (outcomes) realization. 

Success Metrics:

• Churn Rate: Track the percentage of Strategic customers who discontinue their subscriptions or services.

  • Target: Reduce churn rate to 5% within 12 months.

• Customer Retention Rate: Measure the percentage of customers retained over a specific period.

  • Target: Achieve a retention rate of 95% within 12 months.

Objective 3. Improve Onboarding Value

Description: Enhance the onboarding process for Strategic customers by providing personalized, high-touch support aimed at understanding their unique objectives and ensuring they realize value from MedTrainer's product quickly.. 

Success Metrics:

• Onboarding Completion Rate: Track the percentage of new Strategic customers who complete the onboarding process within the first month, ensuring they have a thorough understanding of the product and their objectives are clearly defined.

  • Target: Achieve a 95% onboarding completion rate within the first month.

• Time to First Value (TTFV): Measure the average time it takes for a new Strategic customer to achieve their first significant value from the product, focusing on aligning the product capabilities with the customer's specific goals.

  • Target: Reduce TTFV by 30% within 6 months.

Objective 4: Enhance Customer Satisfaction

Description: Use feedback mechanisms to measure and improve customer satisfaction and loyalty. 

Success Metrics:

• Customer Satisfaction Score (CSAT): Collect CSAT scores through surveys after key interactions (onboarding, support resolution, QBRs).

  • Target: Achieve an average CSAT score of 90% or higher within 6 months.

• Net Promoter Score (NPS): Measure customer loyalty and likelihood to recommend your product to others.

  • Target: Increase NPS from +40 to +50 within 12 months.

Objective 5: Expand Customer Contact Network

Description: Increase the number of contacts at different levels within Strategic customer organizations, moving from single-threaded (single contact) to multi-threaded relationships (multiple contacts such as buyers, champions, etc. based on MEDDPIC definitions).

Success Metrics

• Contact Network Expansion: Track the number of additional contacts added within each Strategic customer organization.

  • Target: Achieve an average of 5 additional contacts per Strategic customer within 6 months.

• Role Diversity: Ensure contacts span various roles (buyer, champion, etc.).

• Target: Have at least 3 different roles represented within each customer organization.

Additional Success Metrics

• Support Ticket Resolution Time: Measure the average time taken to resolve support tickets raised by Strategic customers.

  • Target: Maintain current Resolution Times over the next 6 months despite impending case volume increase

• Upsell and Cross-sell Rates: Track the rate at which small customers purchase additional products or services.

  • Target: Achieve a 20% upsell/cross-sell rate within 12 months.

• Enhanced Customer Health Score Accuracy:  Measure the accuracy of the enhanced health score in predicting customer behavior for Strategic Customers

  • Target: Improve prediction accuracy by 15% within 6 months.

Strategic Customer Engagement Strategy

Objective: Provide a seamless and effective engagement experience to help Strategic customers quickly realize the value of MedTrainer and maintain continuous value delivery.

Components:

Comprehensive Onboarding Process:

• Personalized service: CSMs provide personalized care to ensure a thorough understanding of the customer's business objectives.

• Customized Onboarding Plans: Develop individualized onboarding plans with specific milestones and success criteria based on the customer's unique needs.

• Regular Check-ins and Progress Reviews: Schedule regular touchpoints to monitor progress, gather feedback, and adjust the onboarding plan as needed.

• Executive Sponsorship: Involve executive sponsors to align on strategic priorities and foster stronger relationships.

• Comprehensive Training Sessions: Offer tailored training sessions to ensure customers are well-equipped to utilize the product effectively.

Personalized Email Sequences:

• Welcome Emails: Introduce the product, team, and onboarding process, ensuring customers know their dedicated support contacts.

• Step-by-Step Guides: Provide detailed setup instructions and personalized support, including screenshots and video tutorials tailored to the customer’s use cases.

• Tips and Best Practices: Share tailored tips and best practices to help customers maximize the product’s value, specific to their industry and needs.

• Strategic Updates: Send updates on new features, product enhancements, and other relevant information tailored to the customer’s strategic goals.

Executive Sponsorship Program:

• Executive Pairing: Pair internal executives with each Strategic customer to ensure powerful internal advocacy, support for strategic product enhancements, and assistance with escalations.

Customer Feedback and Insights:

• Feedback Loop: Establish a feedback loop to gather insights from customers about their onboarding and adoption experience.

• NPS and CSAT Surveys: Regularly measure customer satisfaction and loyalty through surveys, and use the insights to refine engagement strategies.

• Advisory Board Participation: Encourage select customers to participate in advisory boards to provide feedback on product improvements and strategic initiatives.

Adoption and Continuous Engagement:

• Regular Check-ins: Conduct frequent check-ins to ensure customers are adopting the product effectively and addressing any issues promptly.

• Usage Monitoring: Monitor customer usage data to identify adoption patterns and potential areas for improvement.

• Proactive Support: Offer proactive support to address any challenges and ensure continuous value delivery.

• Strategic Business Reviews: Conduct regular business reviews to align on goals, progress, and opportunities for further value realization.

Tools to Use:

• Salesforce: For tracking customer interactions and health scores.

• http://Outreach.io: For personalized email sequences.

• Google Meet: For webinars and live Q&A sessions.

• Knowledge Base Platforms: For hosting articles, FAQs, and guides.

Metrics to Track:

• Engagement Rate

• Content Consumption

• Customer Retention Rate

• Churn Rate

• Customer Health Score

1. Land: Onboarding for Strategic Customers

Objective: Ensure new Strategic customers are effectively onboarded, quickly realize the value of your product, and are set up for long-term success.

Components of Strategic Customer Onboarding

1. Dedicated CSM Onboarding Calls:

• Introduction Call: A dedicated CSM conducts a welcome call to introduce the customer to the product, team, and onboarding process.

• Product Overview Call: A detailed session providing a high-level overview of the product's key features and benefits.

2. Customized Step-by-Step Guides:

• Setup Instructions: Detailed instructions on setting up the product, including personalized support, screenshots, and video tutorials.

• Usage Tips: Best practices and tips to help customers get the most out of your product, tailored to their specific use cases.

3. Interactive Video Tutorials:

• Product Demos: Short, customized videos demonstrating how to use various features.

• Use Cases: Examples of how different Strategic customers successfully use the product.

4. Webinars and Live Demos:

• Scheduled Webinars: Regularly scheduled webinars to guide Strategic customers through the onboarding process.

• Live Q&A Sessions: Interactive sessions to address specific customer questions and provide real-time support.

5. Knowledge Base and Support Resources:

• Articles and FAQs: A comprehensive knowledge base with articles, FAQs, and guides covering common questions and issues.

• Checklists and Downloadable Resources: Checklists to guide customers through key tasks and downloadable resources for reference.

Future State: In-App Messaging and Guides (To be implemented in 6-12 months)

• Interactive Product Tours: In-app guides that walk customers through essential features and tasks.

• Onboarding Checklists: In-app checklists to track progress and ensure all key steps are completed.

• Real-Time Assistance: In-app chat and messaging for instant support and guidance.

Tools to Use

• http://Outreach.io: For automated email sequences to welcome and guide new customers.

• Salesforce: To track customer progress and interactions during onboarding.

• Google Meet: For conducting webinars and live demos.

• Knowledge Base Platforms (Jira): To host articles, FAQs, and other support resources.

Future State Tools

• In-App Messaging Tools (e.g., Pendo, Intercom): For interactive guides and real-time assistance directly within the product.

Metrics to Track

1. Onboarding Completion Rate: 

• Measure the percentage of new customers who complete the onboarding process within the first month. 

• Target: Achieve a 90% onboarding completion rate within the first 3 months.

2. Time to First Value (TTFV): 

• Track the average time it takes for new customers to achieve their first significant value from the product.

• Target: Reduce TTFV by 30% within 6 months.

3. Customer Feedback and Satisfaction: 

• Collect feedback through surveys and measure satisfaction scores (CSAT).

• Target: Achieve an average CSAT score of 90% or higher within 6 months.

4. Engagement with Onboarding Content: 

• Monitor open and click-through rates for onboarding emails. Track attendance and participation in webinars and live demos.

• Target: Increase engagement rates with onboarding content by 30% within 6 months.

Future State Metrics

• In-App Engagement: Track interaction with in-app guides and checklists.

• Real-Time Support Effectiveness: Measure response times and satisfaction scores for in-app support interactions.

2. Adopt

Objective: Ensure customers adopt the product effectively and start realizing additional value.

Components:

Dedicated CSM Engagement:

• Regular Check-Ins: CSMs conduct regular check-ins to monitor progress and provide personalized support.

• Tailored Recommendations: Provide personalized recommendations based on customer usage and needs.

Segmented Email Campaigns:

• Tailored Messages: Based on customer segments (e.g., industry, usage patterns).

• Educational Content: Product updates and success stories.

• Personalized Recommendations: Tips based on customer behavior.

Cohort Analysis and Targeted Outreach:

• Group Customers: Into cohorts based on similar characteristics.

• Targeted Outreach Campaigns: Address specific needs and opportunities.

• Cohort Analysis: Identify trends and refine engagement strategies.

Community and Social Media Engagement (future state):

• Customer Community Platform: Create and maintain forums, social media groups.

• Encourage Sharing: Experiences and tips among customers.

• Host Virtual Events: Regular discussions to foster community engagement.

Future State: Enhanced Outreach:

• In-App Notifications and Messages (To be implemented in 6-12 months):

  • Personalized Notifications: Send directly within the app.

  • Real-Time Updates: Alerts based on customer actions.

Tools to Use:

• HubSpot: For email marketing and CRM capabilities.

• http://Outreach.io: For automated and personalized email sequences.

• Social Media Management Tools (Hootsuite, Buffer).

• Community Platforms (Discourse, Higher Logic).

Metrics to Track:

• Engagement Rate.

• Open and Click-Through Rates for email campaigns.

• Customer Feedback and Community Activity Levels.

3. Expand and Engage

Objective: Maintain ongoing engagement with Strategic customers to ensure they continue to derive value from your product and remain satisfied.

Components:

Regular Check-ins and Surveys:

• Dedicated CSM Check-Ins: CSMs conduct regular check-ins to gather feedback and offer assistance.

• CSAT and NPS Surveys: Measure customer satisfaction and loyalty.

Proactive Support and Education:

• Regularly Update the Knowledge Base: New content and resources.

• Self-Service Resources: FAQs, video tutorials, and guides.

• Office Hours or Live Chat Sessions: For customer questions and support.

Usage Monitoring and Alerts:

• Monitor Customer Usage Data: Identify potential issues or opportunities.

• Automated Alerts: For low usage or other warning signs.

• Proactive Outreach: To customers showing signs of disengagement.

Future State: Advanced Engagement:

• In-App Engagement Tools (To be implemented in 6-12 months):

  • In-App Prompts and Surveys: Gather real-time feedback.

  • Interactive Help and Support: Directly within the app.

Tools to Use:

• Salesforce: For tracking customer interactions and feedback.

• Survey Tools (SurveyMonkey, Qualtrics).

• Analytics Tools: Monitor customer usage and engagement.

Metrics to Track:

• Customer Satisfaction and NPS Scores.

• Support Ticket Resolution Times.

• Usage Data and Engagement Levels.

4. Renew

Objective: Ensure a high renewal rate by demonstrating continuous value and addressing customer needs.

Components:

Regular Outreach and Surveys:

• Dedicated CSM Outreach: CSMs conduct regular outreach to gather feedback and offer assistance.

• CSAT and NPS Surveys: Measure customer satisfaction and loyalty.

Usage Monitoring and Alerts:

• Monitor Customer Usage Data: Identify potential issues or opportunities.

• Automated Alerts: For low usage or other warning signs.

• Proactive Outreach: To customers showing signs of disengagement.

Renewal Strategies:

• Personalized Renewal Campaigns: Based on customer engagement and satisfaction data.

• Early Renewal Offers: Incentives for long-term contracts.

Tools To Use:

• Salesforce: For tracking customer interactions and feedback.

• http://Outreach.io: For automated and personalized email sequences.

• Survey Tools (SurveyMonkey, Qualtrics).

• Analytics Tools: Monitor customer usage and engagement.

Metrics to Track:

• Renewal Rate.

• Customer Feedback and Satisfaction Scores (CSAT).

• Net Promoter Score (NPS).

• Time to Renewal Decision.

• Engagement and Usage Data.

5. After the Renewal

Objective: Continue to engage and provide value to customers even after renewal to foster long-term loyalty and advocacy.

Reference the approach from the article What Happens After Renewal.

Approach:

Post-Renewal Onboarding:

• Welcome Back Emails: Thank customers for renewing and outline what to expect in the upcoming period.

• Highlight New Features and Updates: Since the last renewal.

Feedback and Improvement:

• Collect Feedback: On the renewal process and identify areas for improvement.

• Communicate Changes: Improvements made based on customer feedback.

Ongoing Engagement:

• Regular Communication: Through newsletters, updates, and personalized recommendations.

• Encourage Participation: In customer communities and forums (future).

• Offer Exclusive Content or Events: For long-term customers.

Tools to Use:

• http://Outreach.io: For post-renewal email sequences.

• Salesforce: For tracking post-renewal customer interactions.

• Community Platforms: For fostering ongoing engagement.

Strategic CSM Team Structure and Hiring

Roles and Responsibilities

• Customer Success Managers (CSMs) for Strategic Customers: Focus on personalized engagement, detailed account management, and proactive support for Strategic customers.

• Data Analysts: Analyze customer data to identify trends and opportunities for engagement and support CSMs with data-driven insights.

• Customer Success Operations: Ensure tools and processes are optimized for effective customer engagement and support the CS team with operational efficiency.

• Support Team: Provide technical support and handle customer inquiries, collaborating closely with CSMs to ensure seamless customer experiences.

Engagement Model: Strategic CSM

Weekly Activities:

• Internal Meetings:

  • Volume: 2-3 Meetings.

  • Time Spent: 2 hours.

  • Focus: Ensure these meetings are efficient and outcome-focused.

  • Examples:

• Team syncs for discussing weekly goals.

• Internal strategy meetings.

• Cross-functional collaboration sessions.

• Forecasting:

  • Volume: Multiple Forecasting Activities.

  • Time Spent: 6 hours.

  • Focus: Retention and Revenue Growth

  • KPIs:

• Forecast Accuracy: Accuracy of renewal and upsell predictions.

• Risk Mitigation: Count of Saves

• Opportunities Identified: Number of upsell/expansion opportunities identified (pipeline - CSQL)

• Conversion Rate: % of identified opportunities that convert to sales

• Dashboard: Upsell and Cross-sell Rates, Customer Health Score.

• Examples:

  • Upsell Opportunity Management.

  • Risk Mitigation Planning.

  • Customer Assessment in SFDC.

• Voice of Customer (VOC):

  • Volume: Regular VOC activities

  • Time Spent: 4 hours.

  • Focus: Continuous product improvement and fostering customer loyalty.

  • KPIs:

• Insights Generated: Number of insights derived from VOC activities

• Trends Identified: Key trends and patterns identified

• Implementation Findings: % of insights turned into actionable strategies

• Dashboard: Customer Retention Rate, Churn Rate Analysis

• Examples:

  • Discuss System Improvements (Enhancements).

  • Product Feedback / Internal Advocacy.

  • Building Customer Advocates.

• Listening:

  • Volume: Multiple Customer Sync Meetings

  • Time Spent: 5 hours.

  • Focus: Understanding customer needs and building relationships.

  • KPIs:

• Engagement Rate: Participation in customer meetings

• Feedback Quality: Quality of feedback received from Customers

• Relationship Strength: Measurement of Customer Relationship Health.

• Dashboard: Customer Engagement Overview

• Examples:

  • Customer Sync Meetings (scheduled).

  • Attend sync meetings with admins.

  • Customer Check-ins.

• Account Planning:

  • Volume: Multiple Account Planning Activities.

  • Time Spent: 5 hours.

  • Focus: Long-term customer success through strategic planning and relationship building.

  • KPIs:

• Planning Completion: Completion rate of account planning activities.

• Strategic Initiatives: Number of strategic initiatives identified and executed. 

• Customer Outcomes: Measurement of customer success and outcomes.

• Dashboard: Account Planning Metrics

• Examples:

  • Adoption follow-up. Usage follow-up.

  • Account Plan - Account Plan Template.pdf 

  • Build rapport/relationship - strategic.

• Value Delivery:

  • Volume: Extensive Value Delivery activities

  • Time Spent: 8 hours

  • Focus: Ensuring Customers Achieve their goals.

  • KPIs:

• Value Realization: Measurement of customer value realization.

• Customer Satisfaction: CSAT scores from delivered value.

• Usage Metrics: Monitoring platform usage and engagement.

• Dashboard: Customer Value Metrics.

• Examples:

  • EBR Preparation.

  • External Customer Meetings.

  • Monitor usage of platform.

• Customer Education:

  • Volume: Regular Training and Support Activities

  • Time Spent: 4 hours.

  • Focus: Continuous education and support.

  • KPIs:

• Training Completion: Completion rate of training Sessions.

• Content Engagement: Views and usage of educational content.

• Feedback Quality: Feedback from training sessions.

• Dashboard: Training and Education Metrics

• Examples:

• Training / Support.

• Onboarding and Training.

• Customer Education.

• Customer Delight: (Phase II)

  • Volume: Coordinating special activities.

  • Time Spent: 1 hour.

  • Focus: Enhancing customer satisfaction and retention.

  • KPIs:

    • Customer Happiness: Measurement of customer delight (how?)/

    • Retention Rate: Customer retention rates post-customer delight activities. 

    • Engagement: Participation in these activities

  • Dashboard: Customer Delight Efforts.

  • Examples:

    • Coordinate Executive Dinners.

    • Special gifts (anniversary example).

• Escalation Management:

  • Volume: Managing escalations and issue resolution

  • Time Spent: 5 hours

  • Focus: Maintaining customer trust and satisfaction through effective escalation management.

  • KPIs:

    • Resolution Time: Average time to resolve escalations

    • Customer Satisfaction: CSAT scores post-escalation

    • Issue Resolution Rate: Percentage of issues resolved

  • Dashboard: Escalation Management Metrics

  • Examples:

    • Address emails from customers.

    • Respond to emails and inquiries.

    • Escalation follow-up.

Summary of Weekly Expectations:

• Total Time Spent: 40 hours.

• Ensure timely and effective onboarding of new customers.

• Maintain high levels of customer engagement and satisfaction.

• Proactively address potential issues to reduce churn.

• Continuously improve customer success strategies based on data and feedback.

Additional Considerations:

1. Leverage Automation:

   • Use tools like http://Outreach.io and Salesforce to automate repetitive tasks and communications.

   • Implement triggers and workflows to reduce the manual workload on DCSMs.

2. Prioritize High-Impact Activities:

   • Focus on activities that have the highest impact on customer satisfaction and retention.

   • Use data to identify and prioritize these activities.

3. Utilize Self-Service Resources:

   • Encourage customers to use the knowledge base and other self-service resources.

   • Regularly update these resources to ensure they are comprehensive and helpful.

4. Monitor and Adjust:

   • Continuously monitor the effectiveness of engagement strategies and adjust as needed.

   • Use feedback loops to gather insights and improve processes.

5. Efficient Collaboration:

   • Use collaborative tools to streamline communication and collaboration within the team.

   • Schedule regular but brief syncs to keep everyone aligned and address any issues quickly.

Strategic CSM Journey Map (Sample)

Dashboard Requirements

Playbooks General Strategic Customers

See GitLab example HERE.

1. Onboarding Playbook

Title: Effective Onboarding for Strategic Customers

Description: This playbook outlines the step-by-step process for onboarding new Strategic customers. It includes dedicated CSM onboarding calls, personalized setup guides, and interactive webinars to ensure customers quickly realize the value of the product. Key components cover welcome calls, detailed setup instructions, and initial training resources. This playbook ensures a smooth transition for new customers and sets the foundation for a successful long-term relationship.

• Key Components

  • Dedicated CSM for Onboarding Calls

  • Personalized Setup Guides

2. Adoption Playbook

Title: Effective Adoption for Strategic Customers

Description: This playbook outlines the step-by-step process for ensuring Strategic customers effectively adopt and integrate MedTrainer’s product into their operations. It includes regular check-ins, personalized recommendations, and strategic business reviews to ensure customers are continuously realizing value from the product. Key components cover proactive support, usage monitoring, and tailored engagement strategies. This playbook ensures that Strategic customers fully adopt the product, leading to enhanced value realization and long-term success.

• Key Components:

  • Regular Check-ins with CSMs: Conduct frequent check-ins to monitor customer progress, address any issues, and provide ongoing support.

  • Personalized Recommendations: Offer tailored recommendations based on customer usage data and specific needs to help customers maximize the product’s value.

  • Strategic Business Reviews: Schedule regular business reviews to align on goals, discuss progress, and identify opportunities for further value realization.

  • Usage Monitoring: Continuously monitor customer usage data to identify adoption patterns, potential areas for improvement, and to provide timely support.

  • Proactive Support: Offer proactive support to address any challenges customers might face, ensuring they continuously derive value from the product.

  • Educational Resources and Training: Provide ongoing training sessions and access to educational resources tailored to the customer’s industry and use cases.

3. Customer Engagement Playbook

Title: Enhancing Customer Engagement through Personalized Strategies

Description: This playbook provides strategies for increasing customer engagement through personalized interactions such as tailored email campaigns, strategic updates, and regular check-ins. It includes best practices for maintaining consistent and meaningful interactions with customers. The goal is to achieve a 75% engagement rate within the first 6 months.

• Key Components

  • Value-Driven, Tailored outreach

  • Executive Sponsorship

  • Account Planning

4. Churn Prevention Playbook

Title: Proactive Churn Prevention Strategies

Description: This playbook focuses on identifying at-risk customers and implementing proactive measures to reduce churn. It includes guidelines for monitoring customer health scores, conducting regular check-ins, and addressing common pain points. The playbook also covers how to use data to predict churn and take preemptive action to retain customers, aiming to reduce the churn rate to below 5% within 12 months.

• Key Components

  • Monitoring Customer health scores

  • Regular Value-Driven Check-ins and feedback sessions

  • Proactive outreach and issue resolution

5. Customer Feedback and Satisfaction Playbook

Title: Measuring and Improving Customer Satisfaction

Description: This playbook outlines the process for collecting and analyzing customer feedback to enhance satisfaction and loyalty. It includes templates for CSAT and NPS surveys, methods for gathering feedback after key interactions, and strategies for responding to and acting on customer feedback. The goal is to achieve an average CSAT score of 90% or higher within 6 months and increase NPS from +40 to +50 within 12 months.

• Key Components:

  • CSAT and NPS surveys

  • Regular feedback sessions

  • Strategies for acting on customer feedback

Playbooks - Trigger Based

1. Onboarding Trigger Play

Title: Automated Welcome Series

Description: This trigger-based play automatically sends a series of welcome emails and onboarding guides to new customers upon signing up. The sequence includes:

• Trigger: This play is initiated when a new customer account is created in the system.

• Day 1: Welcome email introducing the product, key features, and the customer success team.

• Day 3: Step-by-step setup guide with video tutorials.

• Day 7: Best practices and tips for getting the most out of the product.

• Day 14: Invitation to a live Q&A webinar.

• Goal: Ensure new customers are effectively onboarded and quickly realize the value of the product.

2. Engagement Trigger Play

Title: Re-engagement Campaign for Inactive Users

Description: This play targets customers who have shown a decline in product usage or have been inactive for a certain period. The sequence includes:

• Trigger: Initiated when a customer’s product usage drops below a defined threshold or they haven't logged in for 30 days.

• Day 1: Email highlighting the benefits of the product and new features.

• Day 3: Personalized tips and use cases relevant to their needs.

• Day 7: Offer a 1:1 consultation or invite to a special webinar.

• Goal: Re-engage inactive users and encourage them to increase their product usage.

3. Proactive Support Trigger Play

Title: Proactive Outreach for High Support Ticket Volume

Description: This play addresses customers who have submitted multiple support tickets within a short time frame, indicating potential dissatisfaction or confusion. The sequence includes:

• Trigger: Initiated when a customer submits more than three support tickets within a month.

• Day 1: Email acknowledging the support issues and offering additional resources.

• Day 2: Follow-up email with a link to a comprehensive guide or video tutorial addressing common issues.

• Day 5: Personal outreach from a DCSM to offer assistance and ensure the customer’s concerns are resolved.

• Goal: Reduce frustration, provide additional support, and improve overall customer satisfaction.

References/Advocacy

Objective: Increase the number of references and advocates within Strategic customer organizations by expanding the contact network and leveraging multiple roles within each organization.

Success Metrics for Expanding Customer Contact Network

• Contact Network Expansion:

  • Metric: Track the number of additional contacts added within each Strategic customer organization.

  • Target: Achieve an average of 5 additional contacts per Strategic customer within 6 months.

• Role Diversity:

  • Metric: Ensure contacts span various roles (buyer, champion, etc.).

  • Target: Have at least 3 different roles represented within each customer organization.

Voice of Customer

Key Points:

1. Customer Insights:

   • Gather direct feedback from customers to understand their needs, preferences, and pain points.

2. Improved Product and Service:

   • Uses feedback to make informed improvements to the product and services, enhancing overall customer satisfaction.

3. Proactive Issue Resolution:

   • Identifies potential issues early through regular feedback, allowing for proactive resolution before they escalate.

4. Enhanced Customer Relationships:

   • Demonstrates to customers that their opinions are valued, strengthening trust and loyalty.

5. Data-Driven Decisions:

   • Provides quantitative and qualitative data that guides strategic decisions and prioritizes customer-centric initiatives.

Benefits:

• Customer-Centric Improvements: Directs product and service enhancements based on real customer feedback.

• Early Problem Detection: Proactively identifies and resolves issues.

• Stronger Relationships: Builds trust and loyalty by valuing customer opinions.

• Informed Strategy: Guides decisions with accurate customer insights.

Implementing a VoC and Feedback Program:

1. Regular Surveys:

   • Deploy CSAT and NPS surveys post key interactions to gather customer satisfaction and loyalty data.

2. Feedback Channels:

   • Utilize multiple channels (emails, in-app surveys, community forums) to collect feedback.

3. Data Analysis:

   • Analyze feedback to identify common trends and actionable insights.

4. Action Plans:

   • Develop and implement action plans based on feedback to address customer concerns and improve their experience.

5. Follow-Up:

   • Communicate back to customers about how their feedback is being used to make improvements.

Executive Sponsorship Program

Objective: Pair internal executives with each Strategic customer to ensure powerful internal advocacy, customer satisfaction, and support for strategic product enhancements and escalations.

Components:

• Executive Pairing: Match each Strategic customer with an internal executive who will act as their sponsor.

• Regular Check-ins: Schedule regular check-ins between the executive sponsor and the customer to discuss strategic needs and concerns.

• Advocacy: Ensure the executive sponsor advocates for the customer’s needs within the organization.

• Escalation Support: Utilize the executive sponsor to help resolve major escalations quickly and efficiently.

• Strategic Product Feedback: Gather and prioritize strategic product feedback from Strategic customers to influence the product roadmap.

Strategic CSM Job Description

Job Description: Customer Success Manager (CSM) for Strategic Customers at MedTrainer

Position: Customer Success Manager (CSM) for Strategic Customers
Location: QRO

About MedTrainer: MedTrainer is dedicated to enhancing customer engagement, satisfaction, and retention through innovative strategies tailored for Strategic customers. Our Strategic Customer Success (CS) team focuses on providing personalized onboarding, detailed account planning, proactive support, and executive sponsorship to ensure seamless customer experiences and long-term loyalty.

Role Overview: As a Customer Success Manager for Strategic Customers, you will be responsible for managing and nurturing relationships with our Strategicst and most strategic accounts. You will develop and execute personalized engagement strategies, ensure successful onboarding, proactively address customer needs, and advocate for customers within the organization. This role involves detailed account planning, regular check-ins, and leveraging customer feedback to drive continuous improvement.

Key Responsibilities:

• Onboarding Management:

  • Conduct dedicated onboarding calls to introduce the customer to the product, team, and onboarding process.

  • Provide personalized setup guides and support, including interactive video tutorials and live Q&A sessions.

  • Ensure a smooth transition for new customers and achieve a 90% onboarding completion rate within the first 3 months.

• Customer Engagement:

  • Implement tailored email campaigns, strategic updates, and regular check-ins to enhance customer engagement.

  • Achieve a 50% engagement rate within the first 6 months.

  • Monitor customer interactions and track content consumption to increase engagement rates by 30% within 6 months.

• Proactive Support and Churn Prevention:

  • Monitor customer health scores and conduct proactive outreach to address potential issues.

  • Implement churn prevention strategies to reduce the churn rate to below 5% within 12 months.

  • Conduct regular check-ins and feedback sessions to understand customer needs and foster loyalty.

• Account Planning and Value Delivery:

  • Develop detailed account plans to ensure long-term customer success through strategic planning and relationship building.

  • Conduct external customer meetings and executive briefings to align on strategic goals and deliver value.

  • Achieve an average CSAT score of 90% or higher within 6 months.

• Customer Advocacy and Feedback:

  • Collect and analyze customer feedback through CSAT and NPS surveys, aiming to increase NPS from +40 to +50 within 12 months.

  • Leverage customer feedback to drive product improvements and advocate for customer needs within the organization.

• Escalation Management:

  • Manage escalations and ensure timely resolution of issues to maintain customer trust and satisfaction.

  • Track resolution times and CSAT scores post-escalation, aiming for a high issue resolution rate.

• References/Advocacy:

  • Identify and engage potential advocates within customer organizations.

  • Track and report on advocate metrics, ensuring a diverse representation of roles (buyers, champions, etc.).

  • Leverage advocates for case studies, testimonials, and marketing content.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field.

• 5+ years of experience in customer success, preferably with Strategic customers.

• Strong relationship-building and communication skills.

• Proficiency with customer success tools (e.g., Salesforce, http://Outreach.io, Google Meet).

• Experience with data analysis and using insights to drive customer success strategies.

Weekly Activities:

• Forecasting:

  • Conduct multiple forecasting activities.

  • Focus on retention and revenue growth.

• Voice of Customer (VOC):

  • Engage in regular VOC activities.

  • Focus on continuous product improvement and fostering customer loyalty.

• Listening:

  • Conduct multiple customer sync meetings.

  • Focus on understanding customer needs and building relationships.

• Account Planning:

  • Engage in multiple account planning activities.

  • Focus on long-term customer success through strategic planning.

• Value Delivery:

  • Conduct extensive value delivery activities.

  • Focus on ensuring customers achieve their goals.

• Customer Education:

  • Engage in regular training and support activities.

  • Focus on continuous education and support.

• Customer Delight:

  • Coordinate special activities.

  • Focus on enhancing customer satisfaction and retention.

• Escalation Management:

  • Manage escalations and issue resolution.

  • Focus on maintaining customer trust and satisfaction.

Why Join Us:

• Innovative Environment: Be part of a forward-thinking team that leverages the latest tools and strategies.

• Impactful Work: Play a key role in enhancing customer engagement and satisfaction.

• Growth Opportunities: Gain exposure to advanced customer success practices and professional development.

How to Apply: [Instructions on how to apply]