Customer Success | 6 MIN READ

The Customer Success Leader’s Guide to Managing Hypergrowth

A best practice guide for customer success managers to improve and manage hypergrowth. These hypergrowth customer management techniques will help immensely.

Niyathi Rao
May 17, 2021

Customer Success Management during Hypergrowth

Customer Success Management during Hypergrowth

Customer success makes a lot of difference the SaaS company’s potential to acquire customers and retain them. These are essential for growth. When a company reaches the hypergrowth phase where CAGR is more than 40%, it is tough to keep that up. Hypergrowth needs to be handled well. The change and uncertainty around hypergrowth has made it challenging for customer success teams. The key is to have clear goals and metrics so that all team members can maintain the hypergrowth. Customer success leaders and managers must focus their efforts on managing hypergrowth. In this blog, you will learn how customer success leaders can foster a predictable, positive environment in a phase like hypergrowth. Also, how customer success leaders can inspire their teams to grow and learn in an accountable manner is discussed. Here are the top ways customer success leaders can handle hypergrowth.

The Ultimate Customer Success Leader’s Guide to Managing Hypergrowth

The goal of customer success leaders is to provide a world-class experience and reduce costs. Knowing your core principles will help manage the phase of hypergrowth well. Some best practices customer success managers can use to manage hypergrowth are below.

Hold Regular Team Meetings

As a team grows, you need to hold regular meetings to keep every member on the same page. You need to make sure every member gets value from team meetings. Keeping up their morale by sharing small wins, lessons will help. In a hypergrowth phase, you need to discuss concerns of members by keeping them productive and motivated.

Build Trust and Collaboration

Look for ways to build collaboration and trust. In a hypergrowth phase, you need to build trust among teams since the pressure on keeping that is big. Transparency and communication is the key to maintaining that among teams. Trust between teams will keep the hypergrowth phase up for a long time. This is because team members take the initiative to handle tasks personally and responsibly. There is increased accountability and expansion efforts.

Use OKRs Regularly

OKRs that is objectives and key results framework needs to be set up so everyone knows the big picture. Check-in on the OKRs to see if the entire team is working in the direction that will improve or maintain that hypergrowth. You need to align your objectives to match these OKRs. Defined KPIs are a great barometer to understand how engagement works.

Have a Process Plan

Create a processes plan to make all team members document what they do. This is because team members have to adapt and shift responsibilities quickly. Every aspect needs to match the level of hypergrowth that the company is facing. People need to be aligned to act on processes of all levels. Leading and lagging indicators need to be made clear so that customers are aware is important.

Be Flexible and Understanding

Hypergrowth is a period of uncertainty and rapid development. In this phase, managers need to be understanding and flexible. Things will not be the same or perfect when there is a hypergrowth phase. While this period is definitely fast-paced and exciting, it is scary for a team member to meet expectations on the role.

Identify Key Patterns and Segment Customers

In the hypergrowth phase, you need to test and identify key usage patterns and features. Making it easier for team members to segment customers is important. In some cases, you need to help them find key points that will revolutionize the communication. Being supportive of that and making each message count will be helpful. These key patterns will help deliver succinct messaging about the product. Also, segmenting customers helps a lot in distributing rewards.

Note What Counts as Success

It is important to communicate and clarify what counts as success. Customer success is a new field. So there is no defined notion of what customer success is. The point is to identify metrics that will measure success in the right manner. There is need for right metrics to measure success and needs to be shared across teams and boards. These critical metrics need to be the core of any effort. If any initiative or drive is not looking to improve the key metrics, you can scrap it. Prioritizing the metrics that count as success is important.

Learn Constantly

A customer success leader needs to learn constantly. They need to evolve based on the changing market dynamics. Managers need to coach members to develop skills that will drive them in the right direction. Learning is not enough. You also need to perfect it while being emotionally present for customers and team members. This is the greatest way to implement any best practice. By learning about customers constantly, you can serve them better. This will strengthen the support and improve engagement.

Analyze the Customer

Understand and learn about the customer as much as you can. Information like where they are located; how long they are into the product; what features they have enabled; etc. Surveys, short calls, messages can help gather information. Do A/B testing to understand what features are working and across which channel. What is the messaging? What is the timing of the message? Conduct a lot of testing around the messaging- a webinar or podcast to see different positions.

Personalise Everything

Identify usage patterns and personalize upgrades accordingly. Target customers who can be helped with an upgrade and help them. Personalise communication and messaging to suit customers needs. Adopting a feature takes time so offering personalized packages will help. Take for example- training credits, 1:1 assistance and discounted subscriptions. Also, having an effective onboarding upon new and initial purchases will help.

Bottom Line

Customer success is the key to hypergrowth. In this period, customer success managers face a lot of issues. Handling them carefully is important and this guide of best practices can help. Keeping the customer at the center of the hypergrowth drive can help. Customers need to be engaged across the customer journey as they are looking for a better experience.

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Niyathi Rao

Niyathi is an experienced content marketer with a love for SaaS tech products. She reads a lot (mostly fiction) and is a huge news junkie. Niyathi loves exploring different forms of inbound marketing and taking on challenges.

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