Drives Customer Health
Drives Customer Health
Drives Customer Health
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Challenge
We needed to get our customer processes organized, and prepare to scale up our business. As a startup, we had customers and a Customer Success team but we did not have a central customer success platform to manage the rapid growth we were experiencing in customer base and headcount. We were relying on a scattered suite of documents and spreadsheets, stored in various folders within a larger company shared drive. This made it impossible to establish uniform processes across the customer lifecycle, preventing us from creating exceptional relationships and sustaining growth.
“All-in-all, the impact is clear: over the past 11 months, Planhat has enabled us to improve the average health of our customer base by +43%”
Challenge
We needed to get our customer processes organized, and prepare to scale up our business. As a startup, we had customers and a Customer Success team but we did not have a central customer success platform to manage the rapid growth we were experiencing in customer base and headcount. We were relying on a scattered suite of documents and spreadsheets, stored in various folders within a larger company shared drive. This made it impossible to establish uniform processes across the customer lifecycle, preventing us from creating exceptional relationships and sustaining growth.
“All-in-all, the impact is clear: over the past 11 months, Planhat has enabled us to improve the average health of our customer base by +43%”
Challenge
We needed to get our customer processes organized, and prepare to scale up our business. As a startup, we had customers and a Customer Success team but we did not have a central customer success platform to manage the rapid growth we were experiencing in customer base and headcount. We were relying on a scattered suite of documents and spreadsheets, stored in various folders within a larger company shared drive. This made it impossible to establish uniform processes across the customer lifecycle, preventing us from creating exceptional relationships and sustaining growth.
“All-in-all, the impact is clear: over the past 11 months, Planhat has enabled us to improve the average health of our customer base by +43%”
Solution
Planhat allowed us, for the first time, to consolidate a list of all our customer relationships. I can now see our every customer datapoint across our entire portfolio and which CSM owns each relationship, instead of searching through dozens of documents. With Planhat Workflows, every team member knows the key steps they need to follow throughout the customer lifecycle, allowing us to customer onboarding for new team members seamlessly into our established processes. Planhat has also enabled us to create effective data-driven customer health score profiles for our different customer segments and measure progress towards specific customer goals. This has empowered us to strategize around and drive initiatives to realize these objectives and proactively identify at-risk relationships, especially approaching renewal.
Solution
Planhat allowed us, for the first time, to consolidate a list of all our customer relationships. I can now see our every customer datapoint across our entire portfolio and which CSM owns each relationship, instead of searching through dozens of documents. With Planhat Workflows, every team member knows the key steps they need to follow throughout the customer lifecycle, allowing us to customer onboarding for new team members seamlessly into our established processes. Planhat has also enabled us to create effective data-driven customer health score profiles for our different customer segments and measure progress towards specific customer goals. This has empowered us to strategize around and drive initiatives to realize these objectives and proactively identify at-risk relationships, especially approaching renewal.
Impact
Planhat has created immense value for us by serving as our single source of truth, consolidating all our customer information to keep our team focused on driving action. Since adopting Planhat, we’ve implemented a much more scalable approach to goal-setting and reporting, leveraging health scores and customer objectives to set and track team OKRs. Planhat has also enabled us to effortlessly track and report on customer success metrics ranging from retention and ARR to time spent, allowing us to plan around capacity and hiring in a data-driven way: something which we could only ever manage reactively and inefficiently before. All-in-all, the impact is clear: over the past 11 months, Planhat has enabled us to improve the average health of our customer base by 43%.
Impact
Planhat has created immense value for us by serving as our single source of truth, consolidating all our customer information to keep our team focused on driving action. Since adopting Planhat, we’ve implemented a much more scalable approach to goal-setting and reporting, leveraging health scores and customer objectives to set and track team OKRs. Planhat has also enabled us to effortlessly track and report on customer success metrics ranging from retention and ARR to time spent, allowing us to plan around capacity and hiring in a data-driven way: something which we could only ever manage reactively and inefficiently before. All-in-all, the impact is clear: over the past 11 months, Planhat has enabled us to improve the average health of our customer base by 43%.
Mychael Mulhern
Director of Customer Success
May Mobility
Mychael is an accomplished customer success leader with over 15 years of experience helping organizations design and scale high-impact customer programs. He has spent nearly three years at May Mobility as Director of Customer Success, where he built comprehensive programs driving strong retention and growth, achieving over 125% NRR each year. Previously, he spent over seven years at Chatham Financial as Director of Client Success, focused on building and leading B2B SaaS support and adoption strategies. Earlier in his career, Mychael held customer-facing leadership roles at Capital One Investing and ShareBuilder.
