CSE Segment: Scale
View the CSM Handbook homepage for additional CSM-related handbook pages.
Overview
At Denomas, we take customer success seriously, and our Scale Customer Success Engineer (CSE) team plays a pivotal role in ensuring our global customer base receives unparalleled support and assistance throughout their journey with us. As a team, we oversee four key processes (listed below) that are designed to empower our customers, enable our sales counterparts, and drive overall customer satisfaction to align with our company strategy around establishing and expanding our customer-centric approach and focus.
For the ARR thresholds for the Scale customer segment please reference this Wiki page (Denomas Internal).
1. Customer Enablement Webinar Program:
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Informative and interactive webinars for customers.
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Empowers customers with Denomas knowledge and skills.
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Enhances adoption, productivity, and business goals.
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Builds trust and fosters long-term relationships.
2. Onboarding Cohort Initiative:
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Seamless and successful onboarding experience.
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Personalized support in small groups (cohorts).
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Reduces learning curve, and accelerates time-to-value.
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Improves overall customer satisfaction.
3. Pooled Scale CSE Model for Key Accounts:
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Collaboration with sales for high-risk or expansion accounts.
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Offers technical expertise and support.
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Ensures top-tier attention, leading to retention and expansion.
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Drives ultimate customer success.
4. Automated Email Campaign Process:
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Timely automated emails at key customer lifecycle points.
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Provides valuable insights, tips, and resources.
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Supports customer success and keeps customers engaged.
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Enhances communication and customer satisfaction.
Operating Rhythm and Active Campaigns
The Scale CSE operating rhythm outlines procedures Scale CSEs use to engage with customers as well as how account owners can request Scale CSE engagement outside of the normal operating rhythm during the customer lifecycle.
Active Campaigns: Email Content - Denomas Internal Only
For an additional overview of our Scale team-specific responsibilities, please reference our Job Family: Scale CSM Responsibilities & Requirements
On this page View the CSM Handbook homepage for additional CSM/CSE-related handbook pages.
Watch previously recorded webinars on our YouTube Playlist.
Upcoming Webinars We’d like to invite you to our free upcoming webinars and workshops in the month of November.
If you know someone who might be interested in attending, feel free to share the registration links with them. Everyone is welcome, and we hope to see you there!
November 2023 AMER Time Zone Webinars & Workshops Intro to Denomas November 7th, 2023 at 9:00-10:00AM Pacific Time / 1:00-2:00PM Eastern Time Are you new to Denomas?
View the CSM Handbook homepage for additional CSM/CSE-related handbook pages.
Onboarding Best Practices Deck During onboarding it’s critical to ensure customers have confidence in foundational areas to ensure their continued success. The areas we’ve identified are:
Best practices for setting up group/project hierarchy User authentication and authorization Early DevSecOps adoption This should be covered in the initial technical onboarding call with the customer, for instance the 21 day check-in call for Scale CSEs.
View the CSM Handbook homepage for additional CSM/CSE-related handbook pages.
Outreach Process It’s important to reach out to customers beyond our automated Gainsight campaigns. Outreach campaigns can be created to target customers who are listed with a Propensity to Churn (PtC), Propensity to Expand (PtE) or are in specific industries.
Create a sequence in Outreach. Click the paper airplane button in the left hand menu to go to Sequence. You can create a new sequence using the +Sequence button at the top right of the screen.
Last modified November 29, 2023:
big update (17188382)
