Revenue Builders
Getting Customer Success Right
Nov 7, 2024
Sasha Anderson, Global Head of Customer Success at Canva, dives into the nuances of consumption-based pricing and its impact on customer engagement. Dan Barrett, Executive VP at MongoDB, highlights the necessity of aligning customer expectations with tangible value demonstration. Allison Pickens, co-author of The Customer Success Economy, discusses the urgent need to reduce churn by understanding internal factors that drive customer turnover. Together, they emphasize data analysis, cross-team alignment, and strategic transparency as keys to thriving in customer success.
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Quick takeaways
- The shift towards consumption pricing necessitates that Customer Success Managers develop strong technical skills to analyze usage data effectively.
- As competition increases, companies must align customer-facing teams around a cohesive journey to meet elevated customer expectations and demonstrate tangible value.
Deep dives
The Shift in Customer Success Roles
The increasing prevalence of consumption pricing models has transformed the role of Customer Success Managers (CSMs). In a consumption model, the focus shifts toward ensuring that customers effectively utilize the product, as revenue generation is directly tied to product usage. This dynamic creates a need for CSMs to possess deeper technical knowledge, as they must analyze usage data to identify health indicators for the customer. The complexity of measuring 'good usage' is heightened, requiring CSMs to provide tailored insights based on often voluminous data rather than relying on standard metrics typical in subscription models.
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