3 Detailed Ways to Scale Your Customer Success Team

by Chris Arringdale Customer Success

Every business is unique when it comes to how they handle customer success. Yet all know that effective customer success is an essential activity for them. As companies grow, they also need to grow their customer care and service teams to keep up with demand. Below we’ve listed out 3 strategies for scaling your customer success team(s).

Leverage Technology

In the 21st century, almost all issues or repetitive tasks can be solved by some software or technology. Technology allows companies to grow and scale more efficiently by automating manual processes that don’t necessarily require human interaction. This could include updating a customer status, sending a specific customer success representative a notification about a current client or by providing proactive communication tactics that engage customers and reduce churn.

People working in #customersuccess often come from sales or account management and only 24% have previous experience in customer success. Click To Tweet

All of these are great examples of how customer success software can benefit your customer success teams. By providing a reduction in mundane, repeatable tasks, you can focus on growing and scaling your team faster and more effectively.

Segment Customers

Most customer success teams are divided up according to the clients they currently manage. In order to continue growing, this segmentation becomes even more important.

Value-based segmentation is one of the most popular segmentation methods used by organizations. This segmentation simply means you are grouping your customers based on their contract value or annual revenue. You can also segment by persona. This entails planning your activities based on the level of care the customer needs to achieve their desired outcome during the customer journey. Lastly, you can segment your clients based on their health-related data based off of data within your customer success software.

No matter which method you choose, in order to scale your customer success team, you need to implement customer segmentation. Using software to backup your segmentation will ensure you have a solid plan that is scalable going forward.

Hiring the Right People

So how do you hire the right people for your customer success teams? The proper number of accounts per customer success employee is a fine balance between the type of service you expect them to deliver and a sustainable annual recurring revenue (ARR) per customer success employee ratio. Define this by your unique product or software.

Technology allows companies to grow and scale more efficiently by #automating manual processes that don’t necessarily require human interaction. #AI #RecruitmentAutomation Click To Tweet

When you hire for your customer success department look for the following:

  • The ability to help customers meet their goals through effective communication,
  • Deliver value by increasing product or software usage,
  • Build relationships with their clients and
  • Relay product or software issues back to the development team.

People working in customer success often come from sales or account management and only 24% have previous experience in customer success. As a result, you will find the right people that will help you retain current customers and be able to grow your customer base, while also providing a thorough knowledge of the product or service.

Kilterly’s customer success software will ensure you have all the tools and resources you need to keep your customer success strategy even-keeled and on track – allowing you to focus on growing your business. Give your team the information they need to make the best customer success decisions. Keep your current customers happy, engaged and loyal. Get started with a free trial today!

worker taking notes on different customer metrics

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