A Founder asked our team to connect with their struggling Client Success Lead, Vishnu. We quickly discovered that Vishnu was sitting on a previously unseen goldmine. We built a Force to Load Staffing Model and helped hire for Vishnu's team. They made the company millions that year while maintaining industry leading CSAT, setting the company up for a successful Series B Raise.
Requested Focus Area: Client Experience
We dug in with the Client Success Lead at this Start Up, Vishnu, to try to understand his challenges and goals.
Here's what we found:
Next we dug in with Vishnu to build a Force to Load staffing model that showed the ROI per new CSL hire. We also brainstormed ways to make active client management more efficient with self-service tools and office hours style webinars. This would give doctors a better self serve experience, and let Vishnu focus on growing the business instead of answering repetitive questions.
Focus Area: Client Experience
The company's Client Success Lead maintained that hiring was his number one priority.
We worked with him to map out ROI for his team. This is what we found:
We then built in some assumptions to account for seasonality and risk. Finally, we used existing data to forecast what revenue could be attained if Vishnu could hire and train his team to be 80% as effective as he was at converting providers within a 90-day time frame.
Next we looked at the demand for Client Success Services. This was absolutely staggering.
Finally, we investigated the CSL's impact on CLTV. Historical data showed that providers who had a Client Success Lead contact them at least 3 times in their first month were 5X+ more profitable than those who did not have any contact with a Client Success Lead. This was effectively an abandoned cart issue. After the Client Success Lead helped the doctor place their first three orders, the doctor was much more likely to place ongoing orders on their own.
There was also a strong correlation between level of Client Success engagement and overall Client Lifetime Value. This is because most of the time doctors had questions for Client Success, they were about how to order a test kit. Since ordering test kits made this company money, almost all CS engagement was positive.
Focus Area: Client Experience
We presented on our findings to the Founder. They were surprised(!) about what we'd discovered.
The key reasons for this were:
Armed with this data, the Founder made informed hiring decisions, and also moved the Client Success Org under Sales. This is what ultimately generated millions in additional revenue that year, and set them up successfully for their Series B Raise.
