The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Win New Business through Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Xactly, Lithium Technologies, Hightail

1. How to Win New Business
through Customer Success
Bernie Kassar
SVP, Customer
Success & Support
Abhay Rajaram
VP Customer Success
Misha Logvinov
VP Customer Success

2. Bernie Kassar
SVP, Customer Success & Support
• OWN POST IMPLEMENTATION CUSTOMER
EXPERIENCE
• CAREER PATH
• Sales / Business Development
• Customer Advocacy
• Customer Success & Support
• PREVIOUS COMPANIES: Endeca (Oracle), Callidus,
Compuware, InfoTronics & Deluxe Corporation.

3. About Xactly Corporation
• LEADER IN SAAS INCENTIVE COMPENSATION MANAGEMENT
• FASTEST GROWING PROVIDER (OVER 650+ CUSTOMERS)
• FOCUSED EXCLUSIVELY ON INCENTIVES AND COMPENSATION
• MANAGING >$4 BILLION IN COMMPENSATION ANUALLY

4. Customer Success & Support Focus Areas
Net-Net = Make Customers “Happy!”
- Product Questions
- Break / Fix
- Self Service
- Knowledge Base
Customer Success Customer Support
- Adoption
- Renewals
- Add-On Revenue
- Customer References

5. Customer Success Coverage Model
Enterprise
Medium Size Business
SMB
4001+ Employees
Up to 350 Employees
351 - 4000+ Employees
Customer Success Coverage Model Mirrors our Sales Model

6. Customer Success Initiatives
1
2
3
Grow Premium Support Customer Base
Add-On Revenue (Land & Expand)
Customer Success Index: CSI via Score Cards

7. 1
2
3
Involve your Customers Early
Anticipate your Customer’s Next Move
Continually test the Customer Experience
Things to Think About

8. • Executive ownership of customer success
• Renewals, customer support, customer
programs, new business, insights & tools
• Previously CIO and other technology
leadership roles
Chief Customer Officer
Lithium Technologies
Misha Logvinov
@mishalogvinov

9. Our software helps brands build deeper
connections with customers
Respond to social conversations at scale
Build engaging online communities
Understand consumer profile & reputation
Lithium Technologies
@mishalogvinov

10. Lithium Customer Success Team
▪ (1) Director, Customer Success
▪ (4) Customer Success Advocates
▪ (4) Account Managers
▪ (20) Global Customer Support
▪ Strongly aligned with Sales, Services, Marketing, Product, Finance
@mishalogvinov

11. Lithium Customer Success Blueprint

12. Plans for 2014
▪ Elevate account management strategy & function
▪ Map and implement post-(initial)sales customer journey
▪ Evolve descriptive customer health analytics into a
predictive / prescriptive toolkit that enables key decisions
▪ Mature processes for customer health management
@mishalogvinov

13. Abhay Rajaram
VP Customer Success
Hightail
• Executive customer champion
• Background in product, marketing,
services, and engineering
• Cisco, IronPort, 3Com, Wipro
• Wannabe soccer star, proud dad

14. A cloud file sharing solution for professionals
About Hightail

15. Customer Success at Hightail
• Professional Services
• Deployment, Optimization, Integrations, Custom Implementations
• Customer Engagement
• Adoption, Usage, Renewal (and everything in between!)
• Training and Education
• Content, Community
• Customer Support

16. Our Customer Success Journey
Through 2012
• Build and Organize
2013
• Execute and Scale
2014
• Optimize and Invent

17. Driving New Business
• Engage Early in the Sales Cycle
• Create Evangelists
• Upsells!
• Translate VOC into Product
• Monetize Customer Success…

18. Thoughts?
Tweet questions / comments to @AbhayRajaram

19. Q & A