The Customer Success ‘A Team’
The primary agenda while setting up your Customer Success team should be to establish an ROI with the least cost input. Emphasize Lean Startup principles, and focus on the MVP, the minimum viable product, with which your customer would be satisfied. Ask customers what success looks like to them, and how using your product or offering can help. Focus on those base requests before getting fancy with upsells, and extraneous features.
CS teams achieve and elevate the expectations of your new customers by fulfilling the promises made by your Marketing and Sales teams. Your customers will feel valued when they have someone to turn to who is willing to work with them closely to solve any issues. To retain customers and keep them delighted, dedicated CS teams that are highly focused on the customers this also facilitates in building relationships, adding value and increasing satisfaction.
To build such a team you will need to investigate few questions. Neither all roles nor teams like customer service team structure and customer support team structure are needed right away. Customer success team structure begins with a manager and a consultant. The other important parts of the CS team can be implementation along the way. You would need different roles to meet different customer needs at various stages of the lifecycle. However, that doesn’t mean you assign a task to look after every aspect of the customer’s need – it is especially harder when you are a startup with limited resources and staff. The challenges, often faced by CSM is the mastery of diverse skills needed to work with the customers and scalability. The point is that you are aware of the varied needs of a customer at each stage of the life cycle and align skilled resources to address them.