Revenue Builders

What Customer Success Activities Drive the Output Metrics with Sasha Anderson

Nov 17, 2024

Sasha Anderson shares expert insights on crafting a scalable customer success strategy. She highlights the importance of focusing on input metrics rather than just output metrics. Clear roles and responsibilities within teams can significantly enhance performance management. The conversation delves into the complexities of customer retention and how regular interactions can boost satisfaction. Practical advice on defining engagement models and diagnosing business issues adds depth to the discussion, making it a valuable listen for leaders in customer success.

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Quick takeaways

Focusing on input metrics instead of just output metrics allows customer success teams to track essential activities and drive desired outcomes.

Clearly defining roles and responsibilities within customer success teams enhances performance management and fosters better team accountability.

Deep dives

Defining Customer Success Inputs

Identifying the necessary inputs for a customer success team is essential for achieving desired output metrics. At the beginning of a company's journey, there’s often uncertainty regarding what is required to onboard and support customers effectively. It is crucial to gather sufficient data from multiple customers to develop a clear playbook before specializing roles within the team. This foundational understanding allows for better allocation of tasks and ensures that responsibilities are clearly defined, preventing individuals from being overwhelmed with too many duties.

Intro

3min

Balancing Input and Output Metrics in Customer Success

2min

Understanding Input and Output Metrics for Customer Retention

3min

In this short segment of the Revenue Builders Podcast, Sasha Anderson, Global Head of Customer Success at Canva, shares her insights on crafting a scalable customer success strategy, emphasizing the importance of input metrics over output metrics. She discusses how defining clear roles, responsibilities, and competencies within customer success teams can lead to better performance management and improved outcomes like net dollar retention (NDR). Whether you're a leader building a CS team or refining an engagement model, this episode provides actionable advice to drive success.

KEY TAKEAWAYS

[00:00:29] Insights from Sasha Anderson on Customer Success
[00:01:14] Challenges in Customer Onboarding and Specialization
[00:02:37] Importance of Clear Roles and Responsibilities
[00:03:19] Metrics for Performance Management
[00:05:41] Effective Customer Engagement Strategies
[00:07:16] Diagnosing Business Issues in Customer Success

HIGHLIGHT QUOTES

[00:01:28] "That's probably too many things for one person to be doing."
[00:02:47] "You can’t performance manage unless people know exactly what they’re supposed to be doing."
[00:03:53] "You need to provide the team with structure around the inputs they need to hit to achieve those output metrics."
[00:07:16] "When roles are clearly defined, it’s easier to diagnose where the problem lies."

Listen to Sasha Anderson’s Full Episode Here:
https://revenue-builders.simplecast.com/episodes/optimizing-a-customer-success-team

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Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4

Check out Force Management’s Ascender platform here:
https://my.ascender.co/Ascender/

Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging

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