LeadFuze

• Drive Customer Success Outcomes • Increase renewal rates and reduce churn • Expand our revenue in accounts through cross-sell and up-sell • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores • Drive new business growth through greater advocacy and reference-ability • Define and Optimize Customer Lifecycle • Map customer journey • Develop listening points in journey (e.g., usage, satisfaction, etc.) • Standardize interventions for each point in journey • Define segmentation of customer base and varying strategies • Identify opportunities for continuous improvement • Learn from best practices in industry • Manage Customer Success Activities • Onboarding • Training • Professional Services • Customer Support • Customer Success Management • Renewals • Cross-sell / Up-sell • Advocacy • Measure Effectiveness of Customer Success • Define operational metrics for team • Establish system for tracking metrics • Create cadence for review within team • Expose subset of metrics to executive team, company and board • Deliver Sales Related Advice and Strategies to Customers • Understand how sales processes function • Be able to advise our customers who may be in high level roles • Enhance Effectiveness and Efficiency Through Technology • Support systems • Customer marketing software • Reference and advocacy solutions • Create rapid onboarding process for new team members • Foster collaboration within team and across customer lifecycle • Delivering webinars on a weekly basis • Encourage continuous learning within team • Inspire Customer Success Across Company • Create company-wide culture of Customer Success • Align with Marketing around marketing to existing clients • Align with Product around driving product roadmap • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus • Align with Finance around measurement and forecasting • Align with Executive Team around key metrics and objectives • Drive company-wide definition of ideal customer • Create company-wide customer feedback loop • Produce two pieces of blog content per month • One should be a case study of a customer • One should be a LeadFuze best practices piece