Articles by Kyle Racki
- How Our Customer Success Team Achieved Negative Churn For Four Consecutive Months
Customer success starts with proper onboarding to ensure customers achieve value quickly from the product. Proposify monitors activation metrics like number of proposals sent and won to gauge onboarding success. While some companies charge a setup fee for onboarding, Proposify only charges for professional services like proposal template creation. They use software like Gainsight to track customer health scores and identify red flag metrics that indicate risk of churn. The customer success managers handle renewals and account expansions by looking for opportunities to upsell new features that solve customers' biggest problems. An effective customer success strategy can improve retention, reduce churn and increase lifetime value.