MedTrainer Customer Success Charter

Charter Overview

• Strategic customers are defined as: MRR >$3,500

• Core customers are defined as: all customers not falling into the categories of MRR $0-$500, Employee Count 0-50 or MRR >$3,500 (all customers who are not Digital or Strategic)

• Digital customers are defined as: MRR $0-$500 and Employee Count 0-50.

Customer Success Teams

1. Digital Customer Segment Team:

   • Mission: Provide efficient, scalable support and engagement to maximize value for Digital customers (MRR $0-$500, Employee Count 0-50).

   • Key Activities:

     • Digital Onboarding: Implement digital-first onboarding processes to ensure a seamless start.

     • Automated Engagement: Utilize automated tools for routine check-ins, educational content, and proactive support.

     • Self-Service Resources: Maintain a comprehensive knowledge base and support resources for self-service.

2. Core Customer Segment Team:

   • Mission: Deliver personalized support and strategic guidance to Core customers to enhance engagement, reduce churn, and drive upsell opportunities.

   • Key Activities:

     • Personalized Onboarding: Provide customized onboarding experiences to ensure quick time to value.

     • Dedicated CSMs: Assign dedicated Customer Success Managers to Strategic accounts for personalized engagement.

     • Regular Check-Ins: Conduct regular touchpoints to monitor progress and address any issues.

     • Content Personalization: Offer tailored educational content and resources to meet specific customer needs.

     • Proactive Risk Management: Implement proactive strategies to mitigate churn risks and ensure customer satisfaction.

3. Strategic Customer Segment Team:

   • Mission: Offer high-touch, tailored support to Strategic customers, driving significant business outcomes, long-term loyalty, and upsell/expansion opportunities (MRR > $3800).

   • Key Activities:

     • Personalized Onboarding: Provide customized onboarding experiences to ensure quick time to value.

     • Dedicated CSMs: Assign dedicated Customer Success Managers to Strategic accounts for personalized engagement.

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

     • Proactive Risk Management: Implement proactive strategies to mitigate churn risks and ensure customer satisfaction.

     • Executive Sponsor Program: Establish an Executive Sponsor program to provide high-level support and advocacy for strategic accounts, ensuring alignment with executive priorities and enhancing customer relationships.

     • Advisory Board Participation: Encourage voluntary, select participation in customer advisory boards to gather valuable insights, foster collaboration, and strengthen strategic partnerships.

Objectives and Success Metrics

1. Increase Customer Engagement

• Strategic Customers: Achieve a 50% engagement rate within 6 months.

• Core Customers: Achieve a 40% engagement rate within 6 months.

• Digital Customers: Achieve a 30% engagement rate within 6 months.

2. Reduce Churn

• Strategic Customers: Reduce churn rate from 8% to 5% within 12 months.

• Core Customers: Reduce churn rate from 10% to 7% within 12 months.

• Digital Customers: Reduce churn rate from 12% to 9% within 12 months.

3. Improve Onboarding Efficiency

• Strategic Customers: Completion Rate: Achieve an 95% onboarding completion rate within 30 days. NPS: Achieve an average onboarding NPS score of 90 or higher.

• Core Customers: Completion Rate: Achieve an 90% onboarding completion rate within 30 days. NPS: Achieve an average onboarding NPS score of 85 or higher.

• Digital Customers: Completion Rate: Achieve a 70% onboarding completion rate within 30 days. NPS: Achieve an average onboarding NPS score of 80 or higher.

4. Improve Adoption Phase Metrics

• Strategic Customers: Completion Rate: Achieve an 90% adoption completion rate within 3 months. Adoption Objectives: Ensure 90% of adopted features are utilized effectively.

• Core Customers: Completion Rate: Achieve an 85% adoption completion rate within 3 months. Adoption Objectives: Ensure 85% of adopted features are utilized effectively.

• Digital Customers: Completion Rate: Achieve a 75% adoption completion rate within 3 months. Adoption Objectives: Ensure 75% of adopted features are utilized effectively.

5. Enhance Customer Satisfaction

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

• Core Customers: Achieve an average CSAT score of 87% or higher within 6 months.

• Digital Customers: Achieve an average CSAT score of 85% or higher within 6 months.

6. Expand Customer Contact Network

• Strategic Customers: Achieve an average of 3 additional contacts per Strategic customer within 6 months.

• Core Customers: Achieve an average of 2 additional contacts per Core customer within 6 months.

• Digital Customers: Achieve an average of 1 additional contact per Digital customer within 6 months.

Collaboration with Other Teams

1. Operations:

   • Alignment: Ensure seamless integration of customer support with CS efforts, sharing insights and feedback to improve overall service delivery.

   • Efficiency: Collaborate to streamline processes and leverage automation for repetitive tasks, freeing up CS resources for strategic activities.

2. Sales:

   • Handoff: Facilitate a smooth transition from sales to CS, ensuring new customers are set up for success from day one.

   • Growth: Work together to identify upsell and cross-sell opportunities, driving revenue growth from existing accounts.

3. Product:

   • Feedback Loop: Provide regular feedback to the product team based on customer insights and experiences, informing product development and improvements.

   • Alignment: Collaborate on feature rollouts and updates to ensure customers are well-informed and able to leverage new capabilities effectively.

Key Success Metrics

• Engagement Rate: Measure the percentage of customers interacting with communications and resources.

• Gross Revenue Retention (GRR): Measure the total recurring revenue retained from existing customers over a specific period, excluding any expansion revenue, downsells, or churn.

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS): Monitor satisfaction and loyalty through regular surveys.

• Time to First Value (TTFV): Measure the average time for new customers to achieve their first significant value from MedTrainer.

• Net Dollar Retention Rate (NDRR): Measure the total recurring revenue retained from existing customers over a specific period, including any expansion revenue, downsells, and churn.

Employee Engagement and Development

• Training: Regular training sessions and growth opportunities for CSMs.

• Feedback Mechanisms: Performance reviews and continuous improvement based on feedback.

Operational Excellence

• Standardization: Standardize processes and best practices across all segments.

• Digital Tools: Implement and leverage digital tools for tracking, automation, and enhanced engagement.

• Scalability: Ensure all processes are designed for scalability, enabling efficient growth management. Leverage the operations team and advanced technologies to support large-scale operations without compromising quality or efficiency.

This Customer Success Charter aims to inspire the team by clearly defining the mission, vision, and objectives while providing direction for their daily activities and long-term goals. It ensures that the work of the CS team aligns with the overall business goals and contributes to the growth and maturity of the team. By adhering to this charter, MedTrainer’s Customer Success team will ensure we are effectively supporting our customers, fostering long-term loyalty, and driving growth for the business.