Website: www.pixlee.com Industry: Technology Headquarters: San Francisco, CA
Caption: Pixlee Holiday Party (Not pictured: two wonderful CSM’s, Tori Morrison and Jessica McCall)
Pixlee is the leading user-generated content and influencer marketing platform providing brands the solution to their content needs. The Customer Success Team at Pixlee is a global team – with 1 Support Manager and 8 Customer Success Managers in the US (SF, NYC, Portland), South Korea, and the UK.
Read what Tahima Begum, Vice President of Customer Success shared about the Pixlee team. You'll learn how the team integrated customer insights into their organization’s Slack channel, and how ChurnZero’s Segmentation has enabled their team to leverage additional data into Churn Scores.
Q. How did CS begin at your organization, and what is your team’s primary focus?
A. Customer Success originated at Pixlee in June of 2014. I was hired to help onboard our customers as a Client Services Manager, which was a much more reactive role at the time. I was primarily focused on making sure our customers had the support they needed and were fully onboarded.
After working with a few clients, I shifted my focus into a more strategic and proactive role, and since then the team has grown to a global Customer Success Team of 9 people which are broken own into Commercial CSMs, Enterprise CSMs, and Strategic CSMs that support brands of different sizes. Our primary focus is to make sure our customers are happy, successful and are meeting their business objectives. Our goals are to retain, expand, and be a strategic partner.
Q. How do you encourage customer centricity across your entire organization?
A. At Pixlee, we are very customer success focused. Customer Success collaborates with all departments. From working with the Account Executives pre-sales, to working with marketing, and even product and engineering. We also share customer campaigns in our Slack channel which highlights unique use-cases from customers, customer feedback in our product channel, and also have integrated our in-app chat to alert us on Slack this way everyone has visibility on what our clients are reaching out about.
Q. What moments make you most proud of your team?
A. There are so many things that make me proud of my team. But two things that truly stand out is their willingness to pitch in to support everyone – whether it be to support our account team with strategy, testing new product releases, going above and beyond for customers and more. And the second thing is their ability to adapt – the past few months especially have proven that the Customer Success Team can shift strategies based on our climate and stay focused on supporting their clients.
Q. What ChurnZero features have you found most beneficial for your team?
A. There are a few features that have been great for the Customer Success Team. Starting with Segments, we are able to quickly pull reports based on product usage, tags that are important to the organization, and also keeping an eye on our clients. Plays have also been something we’ve used significantly so we can communicate with our clients in a global scale, we most recently used it to send out an email from our Chief Product Officer to ask our clients to share feedback on some product ideas.
Q. Was there an “aha moment” when you saw how impactful ChurnZero could be?
A. Yes! I needed to generate some usage data based on the Churn Score for our client segment, and it was great to see how it carried between the different Segments. Additionally, filtering out account growth by Segments has been very informative in assessing client progress, and have allowed us to update our Churn Score leveraging this data.
Would your company like to be profiled in an upcoming Customer Success Team profile? Email Holly Keener at email@example.com for more information.