Scaling customer success to double revenue
New Relic is the industry’s largest and most comprehensive cloud-based instrumentation platform. New Relic hires about 1,800 employees globally and generated over $479M in revenue in 2018, with 35% year-over-year growth. The company works with over half of the Fortune 100.
“We immediately saw a difference in how receptive customers were to the value CSMs bring to their business.”
Disha Gosalia, VP of Customer Success at New Relic
New Relic planned to double revenues in the coming 24-month period. They projected that a majority of revenues would come from growing the existing install base.
“To meet our goals, we have to make sure our customers meet their business goals. Which puts customer success at the fore-front of our growth,” says Disha Gosalia, VP Customer success.
This rapid change presented considerable challenges for implementing an efficient and scalable process to ensure that the customer success team is empowered to develop effective success plans that grow adoption and increase value.
CSM Practice carefully assessed New Relic’s customer success processes, templates, systems and cross-functional collaboration model.
The findings informed recommendations around success plans and value playbooks to manage risk and increase adoption.
New Relic accelerated the onboarding of new employees with impactful and effective customer success processes. The CSM team operationalized their expertise with scalable playbooks.
In working with CSM Practice, New Relic gained valuable insights into becoming a world-class customer success organization.