Web: www.trustradius.com Industry: Computer Software Team Size: 12
This month’s team feature profiles TrustRadius, a review platform for B2B software. The tool helps buyers make better purchasing decisions with in-depth reviews by their peers. The company also helps software vendors leverage the authentic voice of their customers in their marketing and promotional efforts.
TrustRadius’s Customer Success team is led by Jennifer Griffin, VP of Customer Success. Jennifer leads a team of 11 employees that ensure every customer realizes the full value of their review platform. Read on to learn more about the TrustRadius CS team and how they leverage ChurnZero.
Q: How long has your company had a CS function? How did it begin?
A: TrustRadius has had a CS function almost from the beginning. Once we got our first few customers, it became clear that they would need a dedicated team. We wanted to help them get the full value of the program, so our CS team was born!
Q: What is the primary focus of the Customer Success team at your company?
A: Our overarching goal across the CS org is to ensure that we are meeting our customer goals. Our solution can deliver value on a variety of fronts, but it’s critical to make sure that we are driving the value in areas that matter most to our customers. If we can show value in area A, but the customer really cares about area B, we haven’t really made them successful. Really understanding what they value will help ensure that we are driving the right strategies to ensure they are successful by their own standards.
Q: How is your Customer Success team structured?
A: We are currently in the process of changing up our CS structure to be more tiered based. Once this is complete, we’ll have 1 CSM dedicated to a handful of platinum accounts and 1 CSM dedicated to a larger handful of Diamond accounts. Our Gold and Silver accounts will be managed by 4 CSMs and our Bronze accounts (we have very few of these - they have only purchased pieces of the program) will be managed by our Account Management team, which sits in the Sales org.
In addition to this, we have a new CS Director role who partners with our CSMs on a combination of high priority accounts and accounts that are struggling. She will engage with the customer in more of an outside consultant role to help drive some immediate value, often getting a customer unstuck.
Outside of our CSMs, our CS team is comprised of our CS operations team. We have a manager for this team and this is where our Onboarding Specialist, Support Analyst and CS Marketing Manager report into. The goal of this part of the organization is to support the CSMs and help drive organizational efficiencies across the team.
Q: What moments make you most proud of your team?
The other thing I’m always proud of is how well the team gets along and supports each other. Everyone is always willing to answer a question or share a learning. There is a real sense of being in this together and that we get stronger when we work together.
Q: What ChurnZero features have you found most beneficial for your team?
A: The most beneficial feature of ChurnZero is the plays! We have found these easy to set up while packing a powerful punch. Our CSMs use them in a variety of ways to make sure we’re getting tasks done and driving adoption for our customers. I also have some private plays that will flag me with specific information on an account I might want to dive into. This helps make sure we’re identifying issues early and then addressing.
Q: What has been your most creative use of a ChurnZero feature?
A: One thing we’ve discovered we could do is build really cool live dashboards. We now have a couple of these that we use in different ways. The Ops team has their own view and they can use these to QA different accounts and keep up with customers in an onboarding journey.
The most creative thing we’ve done with this is build out a CSM bonus dashboard. Every quarter the CSM bonus pays out with slightly different variables depending on what our focus is. We’ve made a Dashboard that can pull all this data in and then show the CSM what percentage of their bonus they have earned to date. This gives them complete transparency into the bonus process and shows them which areas they need to spend more time in to get their full bonus.
Would your team like to be profiled in our next CS Team Feature? Email Holly Keener to learn more.