Customer Success

Customer Success owns the existing customer relationship for customers that spend >$1k/month in Neural Inverse. CS ensures that customers see value from using Neural Inverse. This helps us prevent churn and encourage expansion.

CS's goals are customer satisfaction (NPS) and expansion (revenue).

As a rule, customers should know what they can do within Neural Inverse, get the right pointers to achieve their goals, and use Neural Inverse on the correct plan & usage patterns to receive reasonable bills.

Principles

• Customer Success is our ear to customers. CS makes sure that we know how our customers are doing (health score).
• We show value to customers. CS is responsible for understanding what our customers want to achieve and which resources can help them make the most of Neural Inverse.
• We are fast. We deal with customer requests async & quickly.
• We take customer requests and feedback seriously. We are building something people want. The easiest way to do this is by listening closely to them & understanding what works well and what needs to improve.

Process

Activities

• Health Scoring: Monitor customer health, identify customers who are at risk of churning, help them realize value of Neural Inverse
  • # Users in Neural Inverse (+ expansion)
  • # Traces (+ expansion/contraction)
  • Feature usage (# of features: tracing, evals, datasets, prompt mgmt)
  • $ bill (e.g., reach out if significant increase/decrease – help us/customers understand this before they receive a bill)
• Expansion: Drive cross-feature adoption as this leads to improved retention
  • Feature usage (# of features: tracing, evals, datasets, prompt mgmt)
  • Understand customer use case
  • → Recommend ways for customer to increase value from Neural Inverse
• Feedback: Inform our roadmap & product vision
  • Take customer feedback/requests
    • For small/mid customers: use Linear customer requests and link to backlog item (if exists)
    • For enterprise customers: set up partnership Google Doc with list of feature requests, can be revisited in future scheduled calls with them

Segments

• Small: 0-10k p.a. → Understand via metrics & automations
  • We manage this segment through aggregate data & automations (& together with the growth team)
  • No individual outreach & not core CS activity
• Mid: 10-50k p.a. → Light touch (e.g., regular Slack/email check-in, regular impersonation, schedule meeting if helpful/necessary)
  • This is our core segment. CS should know these companies. What do they work on, how do they use Neural Inverse? How is their account expanding/contracting? Are they happy with the product? What features are on their wishlist?
• Enterprise: 50k+ p.a. → High touch (e.g., quarterly meeting, named success manager, meeting links, shared success document)
  • This is our key account segment. We have a structured and high-touch motion.
  • What we deliver to the customer depends on what we contract and may include:
    • Regular partnership meetings
    • Uptime & support SLAs
    • Custom legal terms
    • Workshop/support hours with our team

Other

• Setting up Slack / MS Teams channels (link to support/pylon)
• HubSpot
  • We track CS work in HubSpot (list of accounts & reviews/activities)
  • CS board in HubSpot
  • Discounts

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