The customer success team's mission is to empower your team to deliver the best Voyado Elevate experiences to your customers. Our CSMs ensure that you get the best possible adoption of Elevate capabilities and new features, and that you constantly develop your skills. We believe in close, long-term relationships with our customers.
Working with your Customer Success Manager
Each Elevate customer has a dedicated Customer Success Manager driving adoption and ensuring success with Elevate and related services. We work closely with other teams such as Account Management, Engage Customer Success, Expert Services, and the Elevate Product team.
Our work is mainly related to the following high-level activities:
- Driving product adoption — making sure customers are using the latest capabilities across all components of Elevate and that they perform accordingly.
- Driving tools adoption — educating customers in best practices and ways of working within Elevate tools.
- Driving Elevate upgrades — Elevate has two versions (Elevate 3 and Elevate 4) and we want all customers running the latest version.
- Technical and commercial support — guiding customers and partners through implementation and providing commercial support to ensure ROI, identify market cases, and nurture ambassadors.
- Churn mitigation — working together with related Voyado teams to identify and mitigate churn.
How do we measure success?
We measure our success through three initiatives, each tied to specific KPIs.
Happy customers
- NPS score (Net Promoter Score)
- NRR (Net Revenue Retention)
- Ambassador-influenced sales
Optimal Elevate adoption
- Success plan creation
- Product adoption score
Upgrades to Elevate
- Upgraded CMRR (Contracted Monthly Recurring Revenue)
If you have any questions or just want to chat, feel free to reach out to any of us. We're always happy to help and talk more about Elevate customer success.