In 2023, an HR software company found itself facing a leadership challenge during a period of fast growth. Their team was led by a Head of Customer Success, The consultant was introduced to the company through a referral from a private equity partner as a trusted resource for developing effective customer success strategies.
The Process
Initially, there was a coaching program designed to help the CS leader develop strategic frameworks for navigating end-of-year planning and setting a strong foundation for 2024. Partway through the engagement, however, the company’s Head of Customer Success decided to pursue their own entrepreneurial journey. To bridge the leadership gap, the consultant stepped in as a fractional leader, taking on responsibility for managing the customer success team, recruiting a new CS leader, and implementing the frameworks developed during the initial coaching engagement.
During this time of transition, she helped the company retain every member of the customer success team by providing stability and clear direction, ensuring the team remained engaged and motivated. In addition, the consultant spearheaded several transformative initiatives, including streamlining the company’s customer onboarding process to achieve a remarkable 50% reduction in time-to-value. She also introduced enhanced reporting for both onboarding and customer success teams, maximizing the value of the company’s existing tools and ensuring leaders had clear visibility into performance metrics.
The Outcome
By the end of the engagement in mid-2024, the HR software company had a new, well-prepared Customer Success leader in place, a team trained in essential customer success skills, and an optimized onboarding process that consistently moved customers forward in an organized, efficient way.
The Company: An HR Software Company
The Consultant: Kristen Hayer – The Success League
The Outcome: A Reorganized, Renewed Customer Success Team
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The Success League
The Success League is a consulting firm that works with executives who want to unlock the retention and revenue a top performing customer success team will bring to their business. We transform support into success by building the metrics, goals, processes and training that enable customer success teams to perform at their peak.
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Planning & Metrics – be clear about what you want to build and measure.
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Process Design – develop playbooks and tools to create an exceptional customer experience.
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Training & Development – make sure your team knows how to build client relationships that drive retention and revenue.
