Packages

Just starting a customer success team or looking to fill the gap of a CS leader? Wanting to try PLG, but unsure where to start? This more integrated package could cover a range of activities including, but limited to the following: 

• Conducting in-depth customer engagement sessions for research purposes for CS and/or product experience feedback

• Supplemental Customer Success or product support.

• Formulating and refining Customer Success playbooks to optimize operational efficiency and strategic alignment.

• Crafting forecasts and outlooks for Customer Success, thereby contributing to informed decision-making processes.

• Undertaking the responsibilities of recruitment, supervision, and mentorship within the Customer Success team.

• Collaborating seamlessly with cross-functional leaders to ensure a cohesive and synergistic approach to organizational objectives.

• Delivering articulate presentations of Customer Success outcomes to board members, offering insightful analyses and strategic perspectives.

• Review current user paths, define key value points in the new user experience

Typically 1-2 full days of work per week.

Already have a CS or product team in place and looking for additional advisement? This is a great option for those starter newer CS team or promoting newer leaders in CS roles. For PLG & operations, this is great for additional support throughout launch of new customer experiences. Services may include:

• Coaching & mentoring of CS leaders, CSMs, Operations, C-level members, etc.

• Feedback on CS processes, and/or any other GTM processes

• Provide flow and email feedback (content, copy, design, sequencing) and guidance on best practices

• Review and provide feedback on tooling set up, user and/or employee experience, etc.

• Train team to build flows / use tooling confidently and explore new use cases

Typically weekly or bi-weekly review sessions.

Want to save time and have someone else "do the things" for you? Do you have a tight deadline to turn around a big project and could use some extra hands? This project-based package supports your team by having me take the workload of a temporary project. Services may include:

• Build initial flow content in Appcues/flows tool for review, design, and publishing

• Review tracking/implementation plan and outline additional measurement or automation requirements to ensure internal alignment

• Review flow targeting strategy, user segments, and flow settings with team ahead of launching

• Jointly test and QA flows on staging environment and production environment before go-live

• Review flow performance and success data post-launch with team

• Identify, plan, advise, and implement iteration opportunities based on performance reviews

• Overseeing or conducting buying process for new tooling such as CS or PLG software

• Implementation and launch of software to users

• Creation and rollout of new CS playbooks

Typically 1-2 calls per week in addition to independent project work.