Aileen Duffy - How Customer Success Can Help You Win: Four Lessons From Startup To IPO (Turing Fest 2022)

In this talk, Aileen will explore four key lessons learned on the Customer Success journey from her time at a 10-person start-up, all the way through IPO with Amplitude. This talk will explore why we need Customer Success, why retention is a team sport, how data drives successful teams and what changes as you scale.

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Transcript

1. How Customer Success can help you win: Four lessons from startup to IPO Aileen Duffy | Success Manager, Amplitude 28/07/2022
2. Introduction to Aileen Duffy
3. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
4. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
5. What is Customer Success?
6. © 2022 Amplitude Inc. Confidential. All Rights Reserved. What is Customer Success? Why we need Customer Success “Customer success is a business method that uses your product or service to help customers achieve their objectives. It’s relationship-focused client management that aligns your customer with your company’s goals—igniting beneficial outcomes for everyone involved.” Gainsight 2022
7. © 2022 Amplitude Inc. Confidential. All Rights Reserved. What is Customer Success? Why we need Customer Success “Customer success is a business method that uses your product or service to help customers achieve their objectives. It’s relationship-focused client management that aligns your customer with your company’s goals—igniting beneficial outcomes for everyone involved.” Gainsight 2022 Retain & Grow
8. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Core Competencies of the CSM Role Why we need Customer Success Proactive Management Strategic Alignment Data Collection Account Planning
9. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Core Competencies of the CSM Role Why we need Customer Success Proactive Management Strategic Alignment Data Collection Account Planning Voice of the Customer Champion of the Business
10. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
11. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
12. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
13. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
14. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
15. Why we do we need Customer Success?
16. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Core Competencies of the CSM Role Why we need Customer Success Proactive Management Strategic Alignment Data Collection Account Planning Voice of the Customer Champion of the Business
17. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Core Competencies of the CSM Role Why we need Customer Success Proactive Management Strategic Alignment Data Collection Account Planning Voice of the Customer
18. Customer Success helps you have healthier customers
19. Retention is a team sport
20. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success is all about retention Retention is a team sport
21. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success is all about retention Retention is a team sport
22. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success is all about retention Retention is a team sport
23. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success is all about retention Retention is a team sport
24. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Sales Strong negotiators, understand limits and can provide commercial solutions Customer Success Technical knowledge, contextual expertise of customers goals and status Better Outcomes Customer has smoother experience, team learns from each other, higher likelihood of retention/ resolution Retention is a team sport
25. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Marketing Present new product strengths, create opportunities, running events and awards Customer Success Technical knowledge, contextual expertise of customers goals and status Better Outcomes Customer has smoother experience, team learns from each other, higher likelihood of retention/ resolution Retention is a team sport
26. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Marketing Present new product strengths, create opportunities, running events and awards Customer Success Technical knowledge, contextual expertise of customers goals and status Better Outcomes Customer has smoother experience, team learns from each other, higher likelihood of retention/ resolution Retention is a team sport
27. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Product Technical experts, vision of roadmap, building best possible version of the platform Customer Success Technical knowledge, contextual expertise of customers goals and status Better Outcomes Customer has smoother experience, team learns from each other, higher likelihood of retention/ resolution Retention is a team sport
28. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success Bringing past experience to the table Customer Success Trial, experiment, and learn Better Outcomes Customer has smoother experience, team learns from each other, higher likelihood of retention/ resolution Retention is a team sport
29. Why is retention is a team sport?
30. Retention is a team sport
31. Data drives successful teams
32. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Qualitative Data in CS “Experience” Data Customer Interactions Feedback Internal Information
33. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Qualitative Data in CS “Experience” Data Customer Interactions Feedback Internal Information
34. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Qualitative Data in CS “Experience” Data Customer Interactions Feedback Internal Information
35. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Quantitative Data in CS Measurable Data Product Usage Company Information Financials
36. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Quantitative Data in CS Measurable Data Product Usage Company Information Financials
37. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Quantitative Data in CS Measurable Data Product Usage Company Information Financials
38. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Quantitative Data in CS Champion of the Business
39. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Quantitative Data in CS Champion of the Business
40. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Qualitative Data Quantitative Data
41. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Qualitative Data Quantitative Data
42. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Start Anywhere! Data Drives successful teams
43. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
44. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
45. Data drives successful teams
46. Data drives successful teams
47. Customer Success changes as you scale
48. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Different levels of maturity with data Data Drives successful teams Title Here 
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53. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Have a plan 1 Communicate clearly 2 Adapt as necessary Change Management What changes as you scale 3 4 Roll out with input
54. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Have a plan 1 Communicate clearly 2 Adapt as necessary Change Management What changes as you scale 3 4 Roll out with input
55. What changes as you scale?
56. Customer Success will help you win
57. Thank you! https://opendoorpolicy.io/ linkedin.com/in/aileen-duffy