Building csm while going from on premise to saa s
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The document discusses a panel discussion between representatives from Flexera, Blackbaud, and N3 about their experiences transitioning from an on-premise software model to a Software as a Service (SaaS) model and how it impacted their customer success strategies. The panelists described how they evolved their customer success programs from technical support to more strategic customer success management. They also discussed how the transition to SaaS required new skills and processes that are more proactive, data-driven and focused on driving organic growth through expansion and upsells.
Building csm while going from on premise to saa s
- 1. 息2018 Gainsight. All Rights Reserved. Building CSM while Going from On Premise to SaaS April 10th, 2018 Jen Galvan Flexera Jessica Osborn Blackbaud Bryan Hamblin Gainsight Tim Killenberg N3 息2018 Gainsight. All Rights Reserved.
- 2. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. Road Trip!
- 3. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. Building CSM While Going from On Premise to SaaS
- 4. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. Lets Meet Our Drivers Jessica Osborn Dir, Customer Success Onboarding & Adoption 3000 employees; $750M Revenue Jennifer Galvan VP, Customer Success and Renewals 1015 Employees; $350M Revenue Tim Killenberg SVP, Sales + Marketing 1600 Employees; 13 Global Offices
- 5. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. Take control of the wheel: Use Slido to interact Which panelist drove the below car(s) in high school? 1985 Mercury Cougar 1980s Mercedes ML3201988 VW Jetta Please go to the slido mobile app or www.slido.com and enter #Pulse2018 (select Lollapalooza and/or session name) to submit questions/upvote the questions of others. The speakers will answer questions during the Q&A.
- 6. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. The Road to Organizational Effectiveness Profitability+
- 7. 息2018 Gainsight. All Rights Reserved. = Product-centric Past How is Blackbaud evolving?
- 8. 息2018 Gainsight. All Rights Reserved. How is Blackbaud evolving? Solution-centric Present
- 9. 息2018 Gainsight. All Rights Reserved. How is Blackbaud evolving? Outcome-centric Future Fundraising & CRM Operate efficiently Acquire Expand
- 10. 息2018 Gainsight. All Rights Reserved. Dynamic Differences Maps WazeOn-Prem SaaS
- 11. 息2018 Gainsight. All Rights Reserved. Blackbaud Customer Success Team (Pre-Center of Excellence)
- 12. 息2018 Gainsight. All Rights Reserved. Blackbaud Customer Success Team Up-Market (High Touch) Mid-Market (Cohort) Emerging Market (1:Many) Tech Touch Outbound Automation Success Operations Onboarding Adoption Other Programs Centralized Renewals Vert VertGeography Vert VertVertVert
- 13. 息2018 Gainsight. All Rights Reserved. Blackbaud Customer Success Treatment Model All Customers: Communications about upgrades, releases, and training opportunities; Self-service tools; Access to recurring webinars about best practices, product adoption, and thought leadership Up-Market Strategic Diamond Bi-weekly success call, Quarterly QBR, Annual onsite Strategic Major Monthly success call, Annual QBR Vertical Mid-Market Major Quarterly success call and metrics report Mid-Market Vertical Mid-Market Quarterly cohort QBRs Lower Mid- Market Semi-annual success summary Emerging Market Annual success summary
- 14. 息2018 Gainsight. All Rights Reserved. The Battle of The P&Ls
- 15. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. The Road from Technical Acct Mgr to Strategic Success Mgr
- 16. 息2018 Gainsight. All Rights Reserved. Customer Success NextGen Redefine Role Create Process Educate Name that Fits
- 17. 息2018 Gainsight. All Rights Reserved. Whats in a Name Technical Account Manager Strategic Success Manager Customers Success Manager Customer Success Manager
- 18. 息2018 Gainsight. All Rights Reserved. Areas of Focus Reactive Proactive Strategic
- 19. 息2018 Gainsight. All Rights Reserved. Technical Account Area of Focus Reactive Proactive Strategic
- 20. 息2018 Gainsight. All Rights Reserved. Technical Account Area of Focus Reactive Proactive Strategic
- 21. 息2018 Gainsight. All Rights Reserved. Technical Account Area of Focus Reactive Proactive Strategic
- 22. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. Skills Account Management Technical Business Acumen
- 23. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. Skills Account Management Technical Business Acumen
- 24. 息2018 Gainsight. All Rights Reserved. Presentations Projects Preach (Teach) Customer Calls Customer Meetings Certification PracticeLearn Implement Professional Products Process Enablement Goals Quality and Standardization
- 25. 息2018 Gainsight. All Rights Reserved. Customer Success NextGen Redefine Role Create Process Educate Name that Fits
- 26. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. The Road to Organic Revenue Growth
- 27. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. Modern Customer Success Model is Data-driven, not Date Driven Legacy Modern Automotive Technology On-Premises SaaS
- 28. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. SaaS Consumption Dashboard Surfaces Trends + Opportunities SaaS Active Directory authentication + access rights migrated from on-premises to SaaS Active Directory workload activated and currently being utilized Active Directory consumption dashboard metrics + trends suggest next logical workload Dashboard Insights Active Directory consumption dashboard integrates alerts driving customer engagement as usage patterns change
- 29. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. SaaS Requires Customer Success Skillset Transformation On-Premises Whats the Problem? SaaS Heres an Opportunity! Data Analyst + Consultant Technical Enablement Solution Sales (Inside) Time-based tactics (email + dmail) Discovery + Documentation Call Center (RoboDialer)
- 30. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. SaaS LTV Exceeds On-Premises, signaling importance of transforming Customer Success approach for mutual benefit LTV Inflection Point SaaS Subscribers Perpetual On-Prem Predictability of Growth LTV Time Acquiring $1 of Expansion ARR is 50% less costly than acquiring $1 of New Customer ARR^ SaaS provides customer insight (i.e., consumption) that can enable and inform future growth in LTV Customer LTV is wholly dependent on value-based outcomes + customer success ^ KeyBanc Capital Markets 2017 Private SaaS Company Survey Results, 8th Annual
- 31. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. The Last Mile
- 32. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. Dont start the ignition just yet... Key Takeaways from our Panelists
- 33. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. Lets put it in reverse: Which panelist drove the below car(s) in high school? 1985 Mercury Cougar 1980s Mercedes ML3201988 VW Jetta Tim Jen Jessica
- 34. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. Q & A
- 35. 息2018 Gainsight. All Rights Reserved.息2018 Gainsight. All Rights Reserved. THANK YOU