Customer Success

Customer Success at Rocketium is involved at multiple stages of the customer lifecycle. We felt that the best way to create a career path for the team was to think of what they would do at each stage. This is in contrast to mapping this to the company's values, an approach we saw most companies following. When we tried that approach, we found it difficult to come up with clear examples that showcase impact and growth.
On-boarding
Pilot
Basic
Set up accounts with the right product and workflow configuration
Collate and share information required to get started
Share progress with decision-makers to keep everyone updated
Propose changes if you identify gaps in the onboarding process 
Record success metrics diligently
Mid-level
Work with the sales team to understand customer context and goals
Pre-empt common questions and roadblocks
Define success criteria for the customer and set up necessary cadence to track progress
Build a rapport with the various customer stakeholders
Nudge as needed and ensure there is enough momentum during the onboarding process
Set up follow-up cadence to ensure customer expectations and internal team performance is aligned
Define problem statements and work with internal teams to address problems in a timely manner
Ensure documentation is up-to-date
Advanced
Collaborate with key business stakeholders to set the right expectations for the pilot
Work with internal stakeholders to ensure a successful pilot
Build a rapport with senior stakeholders and decision-makers
Identify business drivers and metrics that Rocketium can influence. Drive internal and customer teams towards these metrics
Get prospects to modify pilot goals if needed
Close deals as per schedule and set up account for success
Customer Success
Operations
Basic
Respond to customer queries in a timely and congenial manner
Report bugs to product team and ensure quick resolution
Intermediate
Analyse common questions and make changes so customers do not have to ask these
Analyse bug patterns and suggest changes that can prevent this in the future
Advanced
Work with the product team to ensure seamless collaboration for bug resolution
Suggest process improvements as necessary
Projects
Basic
Get involved in customer projects and understand the various stakeholders / activities involved
Execute projects tasks in a timely manner
Intermediate
Brainstorm with the product team to come up with the right experience for new features
Manage timelines with customers and internal teams
Solve customers problems even if we are not building new features for them
Triage features and politely convey to customers if certain features are not being taken up
Capture customer requirements clearly
Proactively communicate new features that could be useful to other customers
Have a clear understanding of customer workflow to identify efficiencies
Advanced
Help in prioritizing features across accounts
Identify potential features that can make customers' lives easier
Get feedback from customers about new feature ideas
Get pilot customers for big new features
Success
Basic
Identify opportunities where more value can be added to customers across existing features and templates
Share template ideas that are relevant to the customer
Intermediate
Monitor usage and reach out to customers if there are warning signs
Conduct regular calls to understand progress on success metrics
Come up with product improvements based on customer conversations
Advanced
Monitor accounts at a company level and have a pulse on overall customer challenges
Ensure customers are seeing 10X value of their subscription fees
Collect feedback on product and service. Identify areas to create value
Renewal
Churn
Basic
Have a pulse on customer satisfaction through regular interactions
Prevent avoidable churn due to mistakes from our side
Reduce customer friction
Intermediate
Have strong intuition about customers who will churn in a few months
Proactively suggest changing success metrics if it can create success for customers and prevent churn
Cross-sell new products and projects to offset churn from one use-case
Advanced
Speak to business stakeholders to manage a churn situation
Escalate major churn concerns with company leadership
Upgrades
Basic
Assist customers who are looking for more capabilities or usage to upgrade
Monitor usage to identify customers who have the potential to upgrade
Intermediate
Create cross-sell opportunities by identifying new use-cases that customers can adopt
Share ideas with customers that can create more success for them while increasing their usage or adoption of our products
Advanced
Suggest process improvements that let them use our products more effectively and get better returns for their spend
Referral
Basic
NA
Intermediate
Get case studies from customers who have seen success with us
Get customers to write reviews and spread the word for us
Create a healthy pipeline from happy customers
Reach out to happy customers who can refer us to other customers
Advanced
Engage key customers as influencers who can get us large customers
Showcase key customers in events and gatherings to create a halo effect
Career paths - Previous
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Last modified 9mo ago
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