Case Studies for Implementing Customer Success in a Startup

Julie Pine Parker

Hi all, Can anyone point me in the direction of some recent case studies where Customer Success has been implemented in a startup that is scaling?

? Priorities in playbook
? key resources to study?
? challenges to overcome ?

Thank you!

Brian Hartley

Hey @Julie Pine Parker you may try to sync with @Lauren Mecca as she probably has some good insight into this topic.

Lauren Mecca

Hi Julie, in my experience the buildout of CS has looked a bit different for each company. I start by auditing these areas to diagnose current state, and then prioritize initiatives:

1. Stakeholder Mgmt - what are the right touchpoints with the right people that drive adoption/retention/upsell?
2. Product feedback loop - is CS appropriately influencing the roadmap?
3. Reactive vs. proactive - differentiating Support process from Success

4. Simple customer health scoring 

5. Starter KPIs like retention/upsell forecasts, support turnaround

Here is a great resource from Gain Grow Retain founders that helps you map CS development to startup stages: https://customerimperative.com/are-your-cs-efforts-trending-alongside-your-growth/

Andreas Knoefel

Hi Julie,

I took several companies through this transformation to date. here is a blog post I wrote a few months back: https://cstuners.com/the-journey-to-operational-excellence-customer-success-from-early-teams-to-mature-operations/

Happy to get on a call to discuss in more detail,
Andreas.

Julie Pine Parker

Thank you very much for this Lauren! Hopefully, I get the chance to use all fo this if the job opportunity comes through.

Julie Pine Parker

Thank you Brian!