CLIENT

  • High growth, VC-backed <$100M SaaS marketing automation and services enterprise software company


SITUATION

  • Recently transitioned to a new product platform and had realigned the sales process
  • Seeking to address low retention and product adoption while strengthening the foundation for scale


ACTIONS

Redesigned the Customer Engagement Model

  • Analyzed the customer base to inform the appropriate segmentation model, in alignment with Sales
  • Mapped target customer outcomes, and key post-sale actions to drive outcomes for each segment
  • Outlined service packages (implementation and strategic consulting services) to drive engagement
  • Defined key service delivery assets to support new engagement models

Aligned the Post-Sale Organizational Model

  • Clarified roles, responsibilities and KPIs to deliver the desired customer engagement models
  • Updated organization model across Customer Success, Implementations, Strategic Consulting and Support
  • Developed capacity model to estimate HC necessary to deliver new engagement models


RESULTS

  • Adopted recommended operational roadmap including creation of new roles, implementation of new service delivery models, and rollout of the updated organizational structure
  • Targeting a 5% to 8% improvement to net retention in the next 12 to 18 months