Creation, Implementation, and Adoption of Customer Success Manager Lifecycle Utilizing Agile

Abstract

Creation, Implementation, and Adoption of Customer Success Manager Lifecycle utilizing Agile addresses the lack of documented internal processes for a company providing aerial imaging services (“Company”) that specifically describes how, when, and at what frequency a Customer Success Manager (CSM) would be most effective in communicating with active customers to maintain a predefined customer retention quota of 96.85%. This project’s goal is to create a measurable and repeatable lifecycle utilizing an agile methodology based on stakeholders’ feedback at regular sprint intervals to ensure final deliverables provide customer value. Business goals that this documented lifecycle will fulfill include creating a universal process to reduce rework at an individual CSM level for each customer. Based on this process the Company’s leadership team will be able to measure predefined key performance indicators (KPI): churn, upsell value, renewal status, risk, and overall customer satisfaction. These KPI’s are used to determine and forecast revenue generated by customer retention. Main project deliverables are a CSM lifecycle, an implementation plan of a CSM lifecycle for CSM teams, a training plan for CSM teams on use of these CSM lifecycle, an adoption plan for CSM team’s continued use of this process, and customer communication templates to CSM teams.