Rip and replace
Andrew Fink — I am the Global Vice President of Customer Success at Snowplow. We are a CDI company. Basically, we collect behavioural data through our technology. We compete with products like Google Analytics and Adobe Analytics.
The challenge for us is how to engage our customer base. We have about 300 customers ranging in size from $7/800,000 to $10/20,000 depending on what they use. We had an existing CS product that wasn't being used, so we made a decision to rip it out and actually look for alternatives. I've been fortunate, I've worked with a couple different products in the last five, six years and was pleasantly surprised when interacting with the plan on our organisation.
So we ended up selecting Planhat, I think in January this year. By April May, when we started using it was clear that it was much better than what we had and the fact that the team was using it pretty quickly and we had the ability to create dashboards and reports and things that before it felt like you had to wait for someone to help.
It's about time
So right away I got value out of it. I think once the broader organisation started to see the output, then it started truly see the value. It's funny, when we first rolled it out, I said, from the various products I've used over the last seven or eight years, it felt like we were in the 2020s, if that makes sense.
With other products, I felt like we were stepping back 10 years, and so just ease of use in general. The fact that anybody can jump in and understand how to navigate without us onboarding them to use it is critical.
Just the fact that I have all the information in one place, the various integrations that we have allow us to have a full view of a customer, whereas in Salesforce or some other things, it's just so limited. I have the ability to go to one place, see all interactions, phone calls, emails, information about the customer health score that we've created, support tickets.
The benefit of Planhat
So for me, the visibility is key. And then just the broader view from my portfolio, the broader customer portfolio, managing risks as well. So it's been great to be able to look six, nine months in advance and make sure we have the visibility for the board and even from our one-on-ones, our revenue meetings, our customer retention meetings, all of it's based in Planhat, and so we have dashboards that we've built to support it.
So I find that now we're using it as a baseline for discussion with the broader organisation. Even in our internal QBR that we have discussing our customer risk, we leverage Planhat for that as well. I think just having a source to go to and then anybody can turn to is extremely helpful.
You forget how much time you spend changing context to answer someone's question internally, because the CS organisation supports so many organisations, product, marketing, finance, the ability for them to go in and do it themselves, it saves a lot of time.
A single source of truth
I truly believe, I think our ability to do more one to many, especially in our lower tier of customer base, in my mind, that's at least a 10% saving for our CS organisation where they can write one email and blast it out from themselves.
To me, that's been a nice time saver for us. I think the fact that I probably went in the old system five times in six months just because every time I went in it wasn't a comfortable experience. It's easy for me to navigate through and if I have questions, I know where to turn to.
And even when there's issues, just the support organisation and having the CS organisation behind it, I found it to date to be an everyday sort of function. For me, our source of truth is for our post-sale team is going to be Planhat because of the way it's structured, and I'll say because of the way we get charged for Planhat, we have the ability to extend it to other organisations, which was a limitation in my prior life and with the prior product.
So our ability to extend it to the leadership team, to the sales team, to marketing, to the product organisation, and now actually rolling out to onboarding and my TAMs has been a surprise. That's been a nice benefit.
Global Vice President of Customer Success
Snowplow
Andrew is a post-sales executive with over 15 years of experience scaling customer success and revenue teams in SaaS and AI-driven businesses. As Vice President of Customer Success at Snowplow, he leads global strategy and execution to drive retention, expansion, and value realization. He previously held senior CS roles at 6 River Systems, DataRobot, and Celect (acquired by Nike), with a consistent focus on customer outcomes and operational scale. Andrew brings a sharp commercial mindset and deep technical fluency to every stage of the customer journey.
