Every distributor and customer with lifecycle stage = customer is assigned an account owner from the customer success team next to the account owner from the sales team. Learn what you have to do as a CSM.
Hubspot tasks
Generally, Hubspot does create tasks for you if certain events happen or if data about your account is missing. There are two types of tasks that are created:
- Critical information is missing: Please fill in that data and work through your Hubspot tasks
- Certain thresholds are reached / negative events are recorded: Please consider reaching out to your account and do a call with them (see below for playbooks)
Distributors
How often to call the accounts assigned to you:
How often to do a health check on your distributor accounts:
Create tasks to remind you of your health checks and calls.
CSM should also synch with the sales managers, prior to doing periodic calls. CSM should avoid scheduling periodic calls end of the Q since this is a super busy period for the distributor.
Use the following playbooks to do distributor calls and health checks:
- CS: Check Distributor Health
- CS: Trouble Call Distributor
End Users of Distributors
Calls toward end-users will occur each time a Customer Success manager receives a notification that there is an unhealthy customer.
Notifications will be automatically triggered in the following situations:
1. A customer is flying rarely or hasn't been flying for more than one month
2. There have been 3 or more tickets within one month period classified as critical (crash or crash-like)
3. A customer hasn't updated software even after the email update
4. A customer has given us low CES (1 to 5) 2 or more times within one month period
Create tasks to remind you of your calls
Use the following playbook to do end customer calls:
- CS: Trouble Call End User
Direct Sales Customers / End users of Wingtra
Calls toward direct sales customers will occur each time a Customer Success manager receives a notification that there is an unhealthy customer.
Notifications will be automatically triggered in the following situations:
1. A customer is flying rarely or hasn't been flying for more than one month
2. There have been 3 or more tickets within one month period classified as critical (crash or crash-like)
3. A customer hasn't updated software even after the email update
4. A customer has given us low CES (1 to 5) 2 or more times within one month period
Create tasks to remind you of your calls
Use the following playbooks to do direct sale customer calls and health checks:
- CS: Trouble Call End User
Drones
Calls toward customers will occur each time a Customer Success manager receives a notification that there is an unhealthy drone.
Notifications will be automatically triggered in the following situations:
1. A drone is flying rarely or hasn't been flying for more than one month
2. There have been 3 or more tickets within one month period classified as critical (crash or crash-like)
3. The latest software hasn't been updated
Create tasks to remind you of your calls
Use the following playbooks to do direct sale customer calls and health checks:
- CS: Trouble Call End User
- CS: Trouble Call Distributor