Customer Success Summit 2015 breakout session: Presented by: Stephanie Schatz, SVP of Sales and Customer Success, Xamarin

1. Produced by
Stephanie Schatz
SVP Sales and Customer Success
Xamarin Inc.
stephanie@xamarin.com
@she_travels
The First 90 Days As
VP of Customer Success

2. Produced by
About Me
150+
Sharks
15 months
of Travel
1
Horse

3. Produced by
Xamarin: Explosive Growth in 3.5 years
950,000+
Registered Developers
40,000+
Added per Month
150+
Countries with Customers

4. Produced by
What led me to Customer Success
My Background
How I see Customer Success
15 Years in Enterprise Software Sales and Success
Fluent in 5 Languages
Have Lived and Worked in 7 Countries
…

5. Produced by
Xamarin’s Mission – Delight Developers

6. Produced by
You Are Taking Over
As The First VP of Customer Success
What do you focus on?

7. Produced by
Define a clear
profile of your
ideal customer:
Who do you
*not* want to sell
to?
Is your sales
team selling to
any customer at
any price?
Is your sales team
allowed to / able to
say “no” to certain
customers?
Are you selling to the right
customers?

8. Produced by
The entire
company needs
to be focused on
the success of
your existing
customers.
How can other
departments
support your
team?
Documentation/
Training/
Support?
Sharp
management
dashboard and
regular cadence
around success,
churn and
retention.
Turn Customer Success into a
company wide responsibility

9. Produced by
Segmentation and
Team Structure
Organize your
Success
organisation by
customer
segments.
Create and
maintain matrix
of customer
lifetime
potential.
Structure
of sales team
should ideally be
identical to
structure of
success team.

10. Produced by
If You Are Not Getting Support For These
3 Topics In Your First 90 Days
You are working for
the wrong company…

11. Produced by
We’re Hiring – Come join an awesome team!
Open Positions
o VP, Customer Success
o Director Customer Success, Test Cloud
o Customer Success Manager
o Account Manager
o Enterprise Success Manager
o Partner Manager
o And many more…

12. Produced by
Xamarin Sales and Customer Success:
Come join us!

13. Produced by
Q&A

14. Produced by
Thank You!

15. Produced by
Recommendations / Lessons Learned
Customer requests need to shape your product roadmap
“5 Why’s”
Build robust system to track customer issues and keep
customers up to date on progress