![]() ![]() Highlighting these early will help you build a plan to move forward.Īnalyze churned and happy customers: Take a look at the customers who’ve churned and renewed in the last 6-12 months to see what the data tells you about these groups. ![]() These could be issues related to onboarding, training, support, the product, your engagement model and process, anything. ![]() Identify problem areas: As you start reviewing where you are today, you will quickly see problem areas that need to be addressed. What is the status of these accounts, is there an immediate problem you have to solve for or is this a future concern that you can deal with down the road? Understanding where these customers stand will help you establish your immediate priorities. Step 1: Get visibility into your customer baseīuild a renewal map: Given that there is immediate revenue impact, customer renewals are important area to focus on. To do this you must understand the status of your customers base and as well as the health of these accounts. This is the time to find any problem areas and establish where the team stands at the moment. In the first 30 days: Set a baselineĪs the new VP of Customer Success your first job is to understand what you’re walking into. I wanted to share an action plan for your first 30-60-90 days. Over the last couple of years I’ve worked with many Customer Success executives who have been in this situation. You’ve just been appointed as a new VP of Customer Success. ![]()
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