DEFINING YOUR CSM ORGANIZATION
STRUCTURE
1:MANY CAMPAIGNS
Presented by:
Dan Steinman (Chief Customer Officer| Gainsight)
Jon Herstein (SVP Customer Success |Box)
Questions:
1. What are the three most important segmentation criteria for defining your CSM ORG Structure?
A. ARR $$
B. Opportunity $$
C. Fit/complexity/strategic value
2. What are some of the strategic metrics to measure?
A. Gross renewals
B. Net retention
C. R/Y/G profile & deltas
3. What are some of the tactical metrics to measure?
A. Health score (components)
B. Triggers (CTAs)
C. Task management
4. How was Box’s organization transformed when they adopted the customer success model?
Box was an organization where Support reported directly to the COO and Customer Success
reported to VP Sales. After their Customer Success revolution, they have User Services,
Consulting, Operations, Field CSMs, Commercial CSMs and customer advocacy reporting
directly their CSM leads.
5. How are you going to change your strategy based on this session?