Customer Success Operating Model

The Customer Success Operating Model is custom-built to help a recurring revenue business such as SaaS achieve sustainable growth. It creates a first-of-its-kind uniform approach that allows the entire customer success organization to operate using a common language.
The CS Operating Model includes, among others: Onboarding to the first impact, Adoption to Renewal, and Expansion for Growth.
Find out more about the CS Operating models on this landing page, where all the resources are provided:
winningbydesig...
The goal of CS-OM is to deliver a recurring impact to the customer, which will result in a recurring revenue stream. At the core, the Customer Success Operating Model creates:
i. Interoperability between departments, functions and people,
ii. A common language, and
iii. A standardized data model
The Winning by Design materials is provided under a Creative Commons Open Source license, meaning you can apply and use the content without any license fee within your organization. However, if you create a derivative product or use it in the public domain, you are asked to mention and/or visually display winningbydesign.com as a source.
Learn more about what a Creative Commons License is here:
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As a company, we monetize by providing:
1) A GTM Diagnostic to identify the "Popsicle Moments."
2) Develop processes around these moments, and turn them into playbooks and blueprints
3) Train the team, and turn managers into coaches
4) Activate via instrumentation
If you are a product provider and want to interface with the CS-OM you can access the API and achieve compliance. This enables you to offer your product to hundreds of SaaS companies. The API will be publicly available on October 10/2022.
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Get more frameworks from WbD:
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Learn more from WbD Founder Jacco van der Kooij on LinkedIn: / jaccovanderkooij
Want to reach out? [e-mail]
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About Winning By Design:
We specialize in Recurring Revenue. Our roots come from advising and collaborating with high-growth startups, ScaleUp, and Enterprise sized SaaS companies. We help apply best practices to achieve sustainable growth. Trusted by 500+ organizations around the world.
Customer Success Operating Model
• Customer Success Opera...
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[@cristianjrojas]

Please stop the music!

[@Berta999able]

Please do NOT stop the music! This is a unique and very engaging presentation style (we've got enough of the boring types out there).

[@hamsa9042]

This is one of the best presentations I've ever seen!! So much to digest and learn. Thank yiu Jacco! I have a question though. Can this model be used for a free open sourcd platform (non recurring revenue)? Is there a presentation where i can leanr about how to maintain and develop a customer success model or best practices for a free open source? Thank you so much 😊

[@frankvanschoubroeck6578]

Wow, how much I learned from this! This video has helped to bring our company to the next level!

[@jackymarcel4108]

Perez Ruth White Brian Wilson Paul

[@로악귀-u9w]

Miller Brenda Clark Helen Harris Brenda

[@imagendalle]

Wish me luck on my csm interview

[@PascalWeinberger]

So good - this energy and content density is just unique! :)

[@Skargar]

Thanks so much for this great overview! I'm looking right ow how to use my quality management and engineering skills for SaaS and other service companies, and this feels a lot more familiar than marketing.

[@diegoag85]

Thanks a lot this is an amazing video, I am looking forward to seeing something on CSM operations and the b2b model :)

[@Tenacious_Legend]

For the next few minutes😂

[@shahzadmalik4774]

I’ve learned so much from this session!Thank you for putting together all the details with examples; it helps paint the picture.

[@joesanchez3353]

You have to love Jacob. Great presentation.

[@grltrader]

I like video and the open source of this info. Do you have any best practice docs to help small companies roll out CS or CX programs?

[@christophmilz]

Love this framework ... and thanks for the musical popsicals!

[@tiskawooplr]

ViaSuccess

[@keanutrias3077]

Subbed at 6:39 omg 😂😂😂

[@Berta999able]

52:53 "I'm full of life!" Yes you are indeed!!! I have no idea where all this great and positive energy comes from, but that's a rare type of teachers that can entertain & educate at the same time! Great delivery and content, thank you!

[@MrVenkatesh25]

Highly IMPACT-full content, tons of elements covered to learn and adapt in Customer Success Operations.

[@visheshkumar880]

Thank you so much Jacco Vanderkooij Sir for mentoring me through this video presentation. Learning a lot from your channel. I really love your enthusiasm and love the way u imparted knowledge in me. Wish me the best to get a customer success manager role. Thank you😊😊

[@jasonjones6985]

The Master at work, Jacco. Have lead and help several companies in the valley exit because of Jacco's guidance.

[@svenhultin9864]

Will dig into this

[@BernMombourgh]

Thanks Jacco!! Super helpful, and I feel the energy!

[@svenhultin9864]

Excellent

[@Tenacious_Legend]

Really good editing. So unquie!

[@cocoarecords]

Amazing channel, just crazy

[@mohomedahkamameen6160]

This a great video, there is so much to learn !

[@DarkManBeatzUrFace]

Thank you really helped me

[@LeoDeAvila]

Excellent Work! thanks!

[@lucasadriano7746]

I love this guy!

[@tiskawooplr]

ViaSuccess

[@tiskawooplr]

ViaSuccess

[@yuliaberezovskaya2367]

Thank you ))

[@MGWorldwide]

I love this guy