Digital CSM Objectives and Success Metrics

Objective1: Optimize CSM Efficiency

Description: Implement automation tools and streamlined processes to reduce the time CSMs spend on repetitive tasks, allowing them to focus on high-impact activities.

Success Metrics:

• Time Saved per Task: Track the reduction in time spent on common tasks due to automation.

  • Target: Achieve a 20% reduction in time spent on routine tasks within 6 months.

• CSM Time Allocation: Measure the percentage of time CSMs can allocate to strategic activities versus routine tasks.

  • Target: Increase strategic activity time by 25% within 6 months.

Objective 2: Increase Customer Engagement

Description: Improve the level of interaction and engagement Digital customers have with your digital content and communications. 

Success Metrics:

• Engagement Rate: Track the percentage of Digital customers who interact with digital communications (emails, in-app messages, webinars, etc.).

  • Target: Achieve a 30% 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 40% within 6 months.

Objective 3: Reduce Churn

Description: Lower the churn rate among Digital customers by improving their overall experience and satisfaction. 

Success Metrics:

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

  • Target: Reduce churn rate from 15% to 10% within 12 months.

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

  • Target: Achieve a retention rate of 90% within 12 months.

Objective 4. Improve Onboarding Efficiency

Description: Streamline the digital onboarding process to reduce the time it takes for new customers to realize value from your product. 

Success Metrics:

• Onboarding Completion Rate: Track the percentage of new customers who complete the onboarding process within the first month.

  • Target: Achieve a 70% onboarding completion rate within the first 3 months.

• Time to First Value (TTFV): Measure the average time it takes for a new customer to achieve their first significant value from the product.

  • Target: Reduce TTFV by 25% within 6 months.

Objective 5: 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 85% or higher within 6 months.

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

  • Target: Increase NPS from +20 to +30 within 12 months.

Additional Success Metrics

• Support Ticket Resolution Time: Measure the average time taken to resolve support tickets raised by Digital 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 Digital customers purchase additional products or services.

  • Target: Achieve a 10% upsell/cross-sell rate within 12 months.

• Enhanced Customer Health Score for Digital customers: Conduct a comprehensive review of the current health score system to determine how it applies specifically to Digital Customers

  • Target: Complete the review within 2 months of DCSM Start Date

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

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

Digital Engagement Strategy (LAER)

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

Components:

• Automated Email Sequences:

  • Welcome emails introducing the product and team.

  • Step-by-step guides on setting up and using key features.

  • Tips and best practices to maximize product value.

• Video Tutorials and Webinars:

  • Create video tutorials covering common use cases and advanced features.

  • Regularly scheduled webinars to walk new customers through the onboarding process.

  • Live Q&A sessions to address specific customer questions and concerns.

• Knowledge Base and Support Resources:

  • Develop a comprehensive knowledge base with articles, FAQs, and guides.

  • Provide downloadable resources and checklists to assist with onboarding tasks.

Future State: In-App Messaging

• In-App Guides and Tutorials: (To be implemented in 6-12 months)

  • Interactive product tours that highlight essential features.

  • Checklists to guide customers through initial setup tasks.

  • Real-time assistance through in-app chat and messaging.

Tools to Use:

• http://Outreach.io for automated emails.

• Salesforce for tracking customer progress.

• Webinar platforms like Google Meet or Zoom or Gong or RingCentral.

• Knowledge base platforms like JIRA or Google Sites.

Metrics to Track:

• Onboarding completion rate.

• Time to first value.

• Customer feedback and satisfaction scores.

1. Land: See Digital Onboarding Supplement

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

Components of Digital Onboarding

1. Welcome Emails:

   • Introduction: Welcome emails that introduce the customer to your product, team, and the onboarding process.

   • Product Overview: Provide a high-level overview of the product's key features and benefits.

2. Step-by-Step Guides:

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

   • Usage Tips: Best practices and tips to help customers get the most out of your product.

3. Video Tutorials:

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

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

4. Webinars and Live Demos:

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

   • Live Q&A Sessions: Interactive sessions to address 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.

• Zoom or GoToWebinar: For conducting webinars and live demos.

• Knowledge Base Platforms (Jira, Zendesk, HelpScout): 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 70% 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 25% within 6 months.

3. Customer Feedback and Satisfaction:

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

   • Target: Achieve an average CSAT score of 85% 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:

• Segmented Email Campaigns:

  • Tailored messages based on customer segments (e.g., industry, usage patterns).

  • Educational content, product updates, and success stories.

  • Personalized recommendations and tips based on customer behavior.

• Cohort Analysis and Targeted Outreach:

  • Group customers into cohorts based on similar characteristics.

  • Conduct targeted outreach campaigns to address specific needs and opportunities.

  • Use cohort analysis to identify trends and refine engagement strategies.

• Community and Social Media Engagement (future state?):

  • Create and maintain a customer community platform (e.g., forums, social media groups).

  • Encourage customers to share their experiences and tips.

  • Host regular virtual events and discussions to foster community engagement

Future State: Enhanced Outreach

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

  • Send personalized notifications and messages directly within the app.

  • Provide real-time updates and 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 like Hootsuite or Buffer.

• Community platforms like Discourse or Higher Logic.

Metrics to Track:

• Engagement rate.

• Open and click-through rates for email campaigns.

• Customer feedback and community activity levels.

3. Expand & Engage

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

Components:

• Regular Check-ins and Surveys:

  • Automated check-in emails to gather feedback and offer assistance.

  • CSAT and NPS surveys to measure customer satisfaction and loyalty.

• Proactive Support and Education:

  • Regularly update the knowledge base with new content.

  • Provide self-service resources such as FAQs, video tutorials, and guides.

  • Offer office hours or live chat sessions for customers to ask questions and get help.

• Usage Monitoring and Alerts:

  • Monitor customer usage data to identify potential issues or opportunities.

  • Set up automated alerts for low usage or other warning signs.

  • Reach out proactively to customers showing signs of disengagement.

Future State: Advanced Engagement

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

  • Utilize in-app prompts and surveys to gather real-time feedback.

  • Provide interactive help and support directly within the app.

Tools to Use:

• Salesforce for tracking customer interactions and feedback.

• Survey tools like SurveyMonkey or Qualtrics.

• Analytics tools to monitor customer usage and engagement.

Metrics to Track:

• Customer satisfaction and NPS scores.

• Support ticket resolution times.

• Usage data and engagement levels.

4. Renew

Components:

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

Regular Outreach and Surveys:

• Automated emails to gather feedback and offer assistance.

• CSAT and NPS surveys to measure customer satisfaction and loyalty.

Usage Monitoring and Alerts:

• Monitor customer usage data to identify potential issues or opportunities.

• Set up automated alerts for low usage or other warning signs.

• Reach out proactively to customers showing signs of disengagement.

Renewal Strategies:

• Personalized renewal campaigns based on customer engagement and satisfaction data.

• Early renewal offers and 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 like SurveyMonkey or Qualtrics.

• Analytics tools to 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.

Approach:

• Post-Renewal Onboarding:

  • Welcome back emails thanking customers for renewing and outlining 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 any changes or improvements made based on customer feedback.

• Ongoing Engagement:

  • Maintain 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.

Reference the approach from the article What Happens After Renewal.

Team Structure and Hiring

Roles and Responsibilities

• Digital Customer Success Managers (DCSMs): Focus on digital engagement and automation, manage customer interactions through digital channels.

• Data Analysts: Analyze customer data to identify trends and opportunities for engagement.

• Customer Success Operations: Ensure tools and processes are optimized for digital engagement.

• Support Team

Job Descriptions

1. Digital Customer Success Manager

   • Develop and execute digital engagement strategies.

   • Manage automated onboarding processes.

   • Analyze customer interactions to improve engagement.

2. Data Analyst (CS Ops team/here)

   • Analyze customer data to identify patterns and insights.

   • Support DCSMs with data-driven recommendations.

3. Customer Success Operations Specialist (CS Ops team/here)

   • Manage and optimize the CS tech stack.

   • Ensure smooth integration of digital tools.

Resourcing

Digital Accounts: For every ~1000 Digital accounts, allocate 1 DCSM and 0.5 Data Analysts.

Tool Stack Integration and Optimization

Tool Integration

• http://Outreach.io: Set up automated email sequences for onboarding and engagement.

• Salesforce: Integrate customer data for a unified view and seamless interaction.

• Google Suite for Business: Use for internal collaboration and document management.

• HubSpot: Potentially use for additional marketing automation and CRM capabilities.

Customization

• Customize tools to support digital engagement strategies.

• Develop templates for automated communications (emails, in-app guides, etc.).

• Set up dashboards to monitor key metrics and customer interactions.

Training and Development

Training Program

• Develop training materials for digital engagement tools and techniques.

• Conduct regular training sessions for the digital CS team.

• Implement a mentorship program with experienced CSMs.

Customer Support Integration

Collaboration

• Establish a clear process for handling customer inquiries and escalations.

• Develop a knowledge base and FAQ resources to assist the support team.

• Use insights from support interactions to improve digital engagement tactics.

Monitoring and Reporting

Reporting Setup

• Set up dashboards to monitor KPIs and track progress.

• Use analytics tools to identify trends and areas for improvement.

• Schedule regular review meetings to discuss performance and strategy adjustments.

Engagement Model: Digital Customers

Weekly Activities:

• Customer Email Campaigns:

  • Volume: Send out 3-5 segmented email campaigns.

  • Time Spent: 4-6 hours.

  • Focus: Use highly automated email sequences to minimize manual efforts and ensure consistent outreach.

  • KPIs: 

• Engagement Rate: Track open rates and click-through rates for each campaign.

• Volume: Number of campaigns sent.

• Consistency: Adherence to the planned number of campaigns.

• Dashboard: Customer Engagement Overview.

• Webinars and Live Sessions:

  • Volume: Host 1-2 webinars or live Q&A sessions.

  • Time Spent: 2-3 hours.

  • Focus: On high-impact sessions that can be recorded and reused for future customers.

• Attendance Rate: Number of attendees per session.

• Engagement: Participation level during the sessions (questions asked, polls responded to).

• Follow-up Actions: Number of follow-up interactions post-webinar.

• Dashboard: Content Consumption.

• Customer Interactions:

  • Volume: Respond to 25-40 customer emails and support tickets.

  • Time Spent: 6-8 hours.

  • Focus: Prioritize responses based on customer health scores and urgency, using templated responses for common issues.

• Response Time: Average time to respond to customer emails and support tickets.

• Resolution Rate: Percentage of tickets resolved within a specific timeframe.

• Customer Satisfaction: CSAT scores from resolved tickets.

• Dashboard: Support Ticket Resolution Time, Customer Satisfaction (CSAT).

• Data Analysis:

  • Volume: Analyze engagement and feedback data for trends and insights.

  • Time Spent: 2-3 hours.

  • Focus: Utilize dashboards and automated reports to quickly gather insights without extensive manual analysis.

• Insights Generated: Number of actionable insights derived from data analysis.

• Trends Identified: Key trends and patterns identified.

• Implementation of Findings: Percentage of insights turned into actionable strategies.

• Dashboard: Churn Rate Analysis, Customer Retention Rate.

• Knowledge Base Updates:

  • Volume: Add or update 2-3 articles or guides.

  • Time Spent: 1-2 hours.

  • Focus: Focus on high-priority topics that address the most common customer queries and issues.

• Content Added/Updated: Number of articles or guides added or updated.

• Engagement: Views and usage of knowledge base articles.

• Effectiveness: Reduction in repeat questions/queries.

• Dashboard: Content Consumption.

• Internal Collaboration:

  • Volume: Participate in 1-2 team meetings and collaborate on customer issues.

  • Time Spent: 1-2 hours.

  • Focus: Use collaborative tools and regular syncs to keep communication efficient and focused.

• Meeting Attendance: Participation in team meetings.

• Collaboration Score: Feedback from team members on collaborative efforts.

• Action Items: Completion of assigned action items from meetings.

• Dashboard: Internal team metrics (if tracked separately).

• Proactive Outreach:

  • Volume: Conduct proactive outreach to at-risk customers identified through health scores.

  • Time Spent: 2-3 hours.

  • Focus: Automate alerts for at-risk customers and use personalized templates for outreach to save time.

• Outreach Volume: Number of proactive outreach efforts made.

• Success Rate: Percentage of at-risk customers re-engaged.

• Customer Health Improvement: Change in health scores post-outreach.

• Dashboard: Customer Health Score, Churn Rate Analysis.

• Forecasting Renewals and Upsell/Expansion Opportunities:

  • Volume: Review customer data to identify renewal and upsell/expansion opportunities.

  • Time Spent: 1-2 hours.

  • Focus: Analyze customer usage patterns and health scores to forecast renewals and identify potential upsell or expansion opportunities. Use data-driven insights to prioritize customers for outreach and personalized engagement strategies.

    • Forecast Accuracy: Accuracy of renewal and upsell predictions.

    • Opportunities Identified: Number of upsell/expansion opportunities identified.

    • Conversion Rate: Percentage of identified opportunities that convert to sales.

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

Summary of Weekly Expectations:

• Total Time Spent: 18-29 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.ioand 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.

Digital CSM Journey Map (Sample)

Dashboard Requirements

Playbooks General

See GitLab example HERE.

1. Onboarding Playbook

Title: Effective Onboarding for Digital Customers

Description: This playbook outlines the step-by-step process for onboarding new Digital customers. It includes automated email sequences, video tutorials, and live webinars to ensure customers quickly realize the value of the product. Key components cover welcome emails, setup guides, and initial training resources. This playbook ensures a smooth transition for new customers and sets the foundation for a successful long-term relationship.

2. Customer Engagement Playbook

Title: Enhancing Customer Engagement through Digital Channels

Description: This playbook provides strategies for increasing customer engagement through various digital channels such as emails, webinars, and educational content. It includes best practices for personalized email campaigns, content scheduling, and engagement tracking. The goal is to achieve a 30% engagement rate within the first 6 months. This playbook helps DCSMs maintain consistent and meaningful interactions with customers.

3. 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 from 15% to 10% within 12 months.

4. 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 85% or higher within 6 months and increase NPS from +20 to +30 within 12 months.

5. Support Integration Playbook

Title: Seamless Integration with Customer Support

Description: This playbook details the collaboration between the digital customer success team and the support team. It includes processes for handling customer inquiries, escalating issues, and maintaining a comprehensive knowledge base. The playbook ensures that support interactions are efficient and that insights from support are used to improve customer success strategies. It aims to maintain current resolution times despite increased case volumes.

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:

• 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.

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

• 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

Content Calendar

Key Points:

1. Consistent Communication:

   • Ensures regular, timely updates to keep customers engaged and informed, preventing churn.

2. Alignment with Customer Journey:

   • Delivers relevant content at the right stages, enhancing the customer experience and providing value when needed most.

3. Team Coordination:

   • Serves as a central planning tool, aligning marketing, customer success, and support teams, reducing overlap and improving collaboration.

4. Efficiency and Planning:

   • Allows for advanced planning and resource allocation, improving efficiency and quality control.

5. Performance Tracking:

   • Enables monitoring of content performance and adjusting strategies based on data, leading to continuous improvement.

6. Enhanced Engagement:

   • Strategically planned content addresses customer needs, building stronger relationships and fostering loyalty.

Benefits:

• Regular Engagement: Keeps customers consistently engaged.

• Strategic Alignment: Aligns content with customer needs and journey stages.

• Improved Collaboration: Enhances team coordination.

• Operational Efficiency: Facilitates efficient planning and resource allocation.

• Data-Driven Adjustments: Allows for performance tracking and strategy adjustments.

• Customer Loyalty: Enhances engagement, satisfaction, and loyalty.

Voice of Customer

Key Points:

1. Customer Insights:

   • Gathers direct feedback from Digital 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.

First Digital CSM Job Description

Job Description: Digital Customer Success Manager (DCSM) at MedTrainer

Position: Digital Customer Success Manager (DCSM)

Location: QRO Mexico

About MedTrainer: MedTrainer is dedicated to enhancing customer engagement, satisfaction, and retention through innovative digital strategies. Our Digital Customer Success (CS) team focuses on providing a seamless onboarding experience, personalized outreach, and continuous engagement to our Digital customer segment.

Role Overview: As a Digital Customer Success Manager, you will develop and execute digital engagement strategies for Digital customers. You will leverage automated tools and personalized communications to ensure customers achieve maximum value from MedTrainer’s products. This role involves managing onboarding processes, enhancing customer satisfaction, and proactively addressing potential issues to reduce churn.

Key Responsibilities:

• Onboarding Management: Develop and manage automated email sequences, video tutorials, and webinars to ensure new customers are effectively onboarded.

  • Track onboarding completion rates and identify areas for improvement.

• Customer Engagement: Implement personalized email campaigns and engagement strategies to achieve a 30% engagement rate within 6 months.

  • Use data-driven insights to continuously refine engagement tactics.

• Proactive Support: Monitor customer health scores and conduct outreach to at-risk customers, aiming to reduce the churn rate from 15% to 10% within 12 months.

  • Automate alerts for at-risk customers and use personalized templates for outreach to save time.

• Feedback and Improvement: Collect and analyze customer feedback to drive continuous improvement in customer satisfaction and product usage.

  • Update knowledge base articles based on common queries and feedback.

• Collaboration: Work closely with the support team to handle customer inquiries and use insights from support interactions to enhance engagement tactics.

  • Participate in team meetings and collaborate on customer issues.

• Reporting and Analysis: Utilize dashboards and automated reports to track key metrics such as onboarding completion rates, engagement levels, and customer satisfaction scores.

  • Generate actionable insights from data analysis to inform engagement strategies.

• Forecasting Renewals and Upsell/Expansion Opportunities: Review customer data to identify renewal and upsell/expansion opportunities.

  • Analyze customer usage patterns and health scores to forecast renewals and identify potential upsell or expansion opportunities.

Qualifications:

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

• 3+ years of experience in customer success, preferably in a digital or SaaS environment.

• Strong analytical skills with the ability to interpret data and make data-driven decisions.

• Excellent communication and presentation skills.

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

• Experience with webinar platforms and creating educational content.

Weekly Activities:

• Send out 3-5 segmented email campaigns (4-6 hours).

• Host 1-2 webinars or live Q&A sessions (2-3 hours).

• Respond to 25-40 customer emails and support tickets (6-8 hours).

• Analyze engagement and feedback data for trends and insights (2-3 hours).

• Add or update 2-3 knowledge base articles or guides (1-2 hours).

• Participate in 1-2 team meetings and collaborate on customer issues (1-2 hours).

• Conduct proactive outreach to at-risk customers (2-3 hours).

Why Join Us:

• Innovative Environment: Be part of a forward-thinking team that leverages the latest digital 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: TBD