Customer Success delivers best client experience in Kosy

Learn how customer success teams deliver the best customer service and speed up resolution times with a virtual office.

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Learn How Customer Success Teams Use a Virtual Office | Kosy

What does a customer success team do?

Customer success teams

Customer success (CS) is the proactive approach businesses take to ensuring their customers are successful in achieving their desired outcomes with a product or service.

The customer success team is responsible for managing the relationships between a company and its customers post-sale. Rather than expecting customers to learn and adapt to your product, the team takes over and offers help, support, and success strategies that are specific to what the customer needs.

Building a customer success team is crucial to ensure that customers are satisfied with their purchase, adopt the product or service, and continue to renew their subscriptions.

A CS team focuses on customer goals and makes sure to build mutually-beneficial relationships. They are responsible for customer satisfaction, retention, and NPS scores.

What customer success teams are responsible for?

Main responsibilities of customer sucess teams

Needless to say, customers' success is the most important goal of a customer success team. However, a lot of responsibilities are hiding behind this broad term that go beyond mere customer support.

1. Onboarding new customers

The customer success team is in charge of ensuring a smooth onboarding experience for new customers. They need to make sure that the customer understands how to use the product, what their goals are, and how to achieve them.

2. Customer success management

Companies that adopt a customer success program aim to become a strategic partner for their customers and not just a vendor.

By building relationships and trust, a customer success team helps boost retention rates, manage churn, and provide personalized solutions for support requests.

3. Proactive training and education

A lot of times, customers are not aware of the full potential of a product.

It is the responsibility of the customer success team to educate them and make sure they are using all the features that can help them achieve their desired outcomes.

4. Measuring customer health and satisfaction

The customer success team needs to continuously monitor customer health and satisfaction. Identifying risks early on and taking measures to prevent them can not only influence your current customers but also those in the pre-sales cycle.

5. Professional services

Sometimes your client's needs will need a more specialized solution that goes beyond the scope of your product. In these cases, it’s the responsibility of the customer success team to provide or outsource professional services that can help resolve any issues.

6. Customer support

Even if your organizational structure already has a support team, the customer success team needs to be prepared to offer assistance. While most customers will go through the established support channels, some will reach out to their customer success manager instead for a more personalized solution to their problem.

7. Renewals and upsells

As your customer success team builds relationships with customers, they will have a better understanding of their needs throughout their customer lifecycle. Based on this information, they can proactively offer products that complement the ones they are already using or suggest upgrades when it’s time to renew their subscription.

8. Reporting

The customer success team needs to generate reports on customer health, churn, renewal rates, upsells, and other relevant data. This information is vital to help the company make decisions that can improve the customer experience.

Customer success team vs sales team

Customer sucess vs sales

Some might mistake a customer success team for customer support or sales team. But there are key differences between the two.

A customer success team is focused on proactive measures to keep customers happy and engaged in the post-sale part of the customer journey. By taking a deep dive into the customer lifecycle and identifying areas of improvement, a customer success team can prevent customer churn before it happens.

Sales teams, on the other hand, are focused on making new sales and growing the business. While a customer success team might be involved in upselling and cross-selling to existing customers, their primary goal is to provide proactive support and keep customers satisfied so they continue doing business with the company.

Customer success team structure

Customer success team structure

A customer success team can be as small as a single person or large enough to fill an entire floor of a building. The size of the team depends on the size of the company and its customer base.

Larger companies might have a wider customer success management team, made up of multiple customer success managers (CSMs), each responsible for a specific customer segment or product. A chief customer officer (CCO) is also a relatively new role that is responsible for the overall strategy and direction of the customer success team.

In smaller companies, it's not uncommon for the customer success manager to also wear many other hats, such as sales, marketing, or product management.

How remote work changed the workflow for customer success teams

Virtual meetings are now part of everyone's workday

A successful customer success team relies on seamless communication, knowledge sharing, and collaboration in order to come up with new ways to retain valuable customers.

However, remote work fundamentally changed the workflow for customer success teams by posing new communication challenges, such as:

  • Managing remote employees operating in different time zones
  • Working in silos and not communicating with other teams
  • Having difficulty establishing trust between remote team members
  • Lacking face-to-face interactions and knowledge sharing

With these obstacles at hand, launching a new customer success team or making an existing one remote-friendly can be a daunting task.

However, challenges also bring opportunities. Namely, customer success teams now have access to a wealth of new tools such as Kosy that can help them overcome the obstacles of remote work.‍

What kind of virtual meetings can benefit customer success teams?

Since customer success teams are in close contact with the users of products and services, they’re primarily responsible for informing and educating people. 

To do that, customer success team members must understand every aspect of the company they’re part of, understand customer narrative, as well as improve customer's experience.

For a remote customer success team, this means organizing and conducting various types of meetings virtually.

Some of the most valuable meetings for a remote customer success team include:

Coworking session

Coworking session

Customer success teams sometimes need a breezy coworking meeting to go over ideas, suggestions and analyze every customer success report card.

However, no team exists in a vacuum, and building a customer success team that delivers real results involves the work of various departments.

In coworking virtual spaces, a customer success team can exchange valuable customer insights with marketing teams, sales reps, support reps, and other teams in order to successfully handle every aspect of a customer's journey.

Project meetings

Have a project room where you can split in sub groups

Meetings that revolve around a specific project are excellent to narrow the focus of customer success teams.

In project room meetings, the entire team can have a more in-depth discussion about progress, brainstorm new ideas for moving the project forward, and collaborate on improving customer experience.

One of the best things about project room meetings is their versatility and how a customer success team can use them for a variety of purposes such as:

  • Onboarding new team members
  • Training sessions
  • Cross-team collaboration
  • Customer success strategy planning

Strategic review meeting 

Strategic review of roadmap in Kosy

A strategic review meeting gives a customer success manager an opportunity to assess the achievements of their team and review their current strategy.

These types of meetings also allow for a more open discussion about the challenges teams are facing and gain a deeper understanding of the successes and failures of various customer success initiatives.

Team meetings

Team meetings in Kosy

Team meetings are usually conducted on a weekly basis and their primary purpose is to ensure that everyone is on the same page, identify any potential issues, and come up with new ideas for improvement.

In remote customer success teams, team meetings give managers an opportunity to:

  • Get an update on every aspect of the customer's journey
  • Go over KPIs, such as customer success ROI, team process updates, NPS, etc.
  • Give/receive feedback
  • Set new goals for the company's success
  • Discuss any blockers or challenges

Team meetings can also include representatives of the marketing team, sales reps, and other departments in order to get a more holistic view of the customer's journey.

One-on-one meetings

One-on-one meetings

In order to build a customer success team that brings results, it is important to work closely with your customers directly. Some customers also require a more hands-on approach in the onboarding process and regular one-on-one meetings are the best way to ensure their satisfaction.

One-on-one virtual meeting rooms are great for working with your customers directly in a setting in order to boost retention, build rapport and trust.

Apart from building relationships and customer training, one-on-one rooms can also be used for interviewing new remote employees and strategic partners.

Virtual happy hour

Why not run a virtual happy hour in the pool?

As your team works to improve customer experience it is important to ensure they also have the best experience working in the company.

A virtual happy hour is a great team-building opportunity that allows everyone to let their hair down, have some fun, and get to know each other on a personal level.

Spending time together during the off-hours not only allows you to build a dedicated team but can also lead to some great ideas for moving the company forward.

How Kosy helps facilitate virtual meetings for customer success teams

Virtual space for a customer success team

If you’re on the lookout for a tool that’ll facilitate all the virtual meetings for your customer success team, Kosy is equipped with all the features you can think of.

With a user-friendly interface, customizable rooms, project board file-sharing and spontaneous interactions, Kosy is the perfect tool to keep your customer success team organized and on track.

From the moment you build a customer success team and start carefully curating customer experience to when you are ready for a virtual happy hour –- Kosy has you covered.

How other teams in your company can use Kosy

Operations

Operations

As professionals who have to wear many hats, operations teams are responsible for ensuring that virtually every aspect of a company runs smoothly.

Operations

Operations

As professionals who have to wear many hats, operations teams are responsible for ensuring that virtually every aspect of a company runs smoothly.

Sales

Sales

Sales teams take charge of customer interactions and work closely with marketing and products teams to deliver outstanding solutions to their users.

Sales

Sales

Sales teams take charge of customer interactions and work closely with marketing and products teams to deliver outstanding solutions to their users.

Customer Success delivers best client experience in Kosy

Learn how customer success teams deliver the best customer service and speed up resolution times with a virtual office.

Sign up, it's free!
✔ No credit card required
✔ Less than 1 minute to start! 
Kosy - Hero image
loved by collaborative remote teams worldwide
Kosy - remote tool of the week
01/04

Build rapport and customer loyalty

Conduct customer onboarding and check-in calls in a virtual office environment instead of an impersonal email.

Maintain customer relationships in a modern professional setting to build trust that lasts.

02/04

Develop seamless communication in your team

Communicate in real-time to get the information you need when you need it, and make decisions that grow your business.

Use your virtual office to set up the right protocols for going over customer feedback, sharing internal notes, and keeping everyone up-to-date on the status of each account.

Best virtual meeting rooms for remote Product teams

Virtual Office

Coworking

Coworking is where you work alongside your teammates, tap their shoulders whenever you have a question, and crack the occasional joke.

Virtual Office

Coworking

Coworking is where you work alongside your teammates, tap their shoulders whenever you have a question, and crack the occasional joke.

Collaboration

Project room

Use Kosy to create a centralized project room for your remote team to meet and collaborate efficiently on tasks. Bring all the pieces of your project into one space with our virtual office software.

Collaboration

Project room

Use Kosy to create a centralized project room for your remote team to meet and collaborate efficiently on tasks. Bring all the pieces of your project into one space with our virtual office software.

Collaboration

Strategic Review

A strategic review is a meeting to monitor the progress of a team or company objectives towards a strategic goal. It’s vital to ensure that a team or company is going in the right direction.

Collaboration

Strategic Review

A strategic review is a meeting to monitor the progress of a team or company objectives towards a strategic goal. It’s vital to ensure that a team or company is going in the right direction.

Collaboration

Team meeting

Team meetings are prescheduled and everyone’s briefed on the topics in advance. They improve collaboration and productivity so each project runs smoothly and on time.

Collaboration

Team meeting

Team meetings are prescheduled and everyone’s briefed on the topics in advance. They improve collaboration and productivity so each project runs smoothly and on time.

Social

Happy Hour

A virtual happy hour is where teammates unwind and catch up in a casual, stress-free environment. Is your team remote? Host a virtual happy hour!

Social

Happy Hour

A virtual happy hour is where teammates unwind and catch up in a casual, stress-free environment. Is your team remote? Host a virtual happy hour!

Collaborate using your favourite tools
03/04

Enhance transparency and trust

Build a successful team that helps customers achieve their goals while staying connected. Reduce the feeling of isolation most remote teams face by using video, audio, and proximity chat to keep everyone in sync.

04/04

Ensure cross-team collaboration

Connect teams and talent across the globe in one remote collaborative space to work on customer success strategy.

Eliminate silos between departments by giving everyone a 360-degree view of the customer in order to resolve issues and improve retention rates.

Remote work done right

72%
of remote teams feel less lonely after using Kosy
28%
more ideas generated in a collaborative group vs a non collaborative group
2x
more revenue in highly engaged teams vs non-engaged
75%
reduction in employee turnover because of "feeling like a team"

What does a customer success team do?

Customer success teams

Customer success (CS) is the proactive approach businesses take to ensuring their customers are successful in achieving their desired outcomes with a product or service.

The customer success team is responsible for managing the relationships between a company and its customers post-sale. Rather than expecting customers to learn and adapt to your product, the team takes over and offers help, support, and success strategies that are specific to what the customer needs.

Building a customer success team is crucial to ensure that customers are satisfied with their purchase, adopt the product or service, and continue to renew their subscriptions.

A CS team focuses on customer goals and makes sure to build mutually-beneficial relationships. They are responsible for customer satisfaction, retention, and NPS scores.

What customer success teams are responsible for?

Main responsibilities of customer sucess teams

Needless to say, customers' success is the most important goal of a customer success team. However, a lot of responsibilities are hiding behind this broad term that go beyond mere customer support.

1. Onboarding new customers

The customer success team is in charge of ensuring a smooth onboarding experience for new customers. They need to make sure that the customer understands how to use the product, what their goals are, and how to achieve them.

2. Customer success management

Companies that adopt a customer success program aim to become a strategic partner for their customers and not just a vendor.

By building relationships and trust, a customer success team helps boost retention rates, manage churn, and provide personalized solutions for support requests.

3. Proactive training and education

A lot of times, customers are not aware of the full potential of a product.

It is the responsibility of the customer success team to educate them and make sure they are using all the features that can help them achieve their desired outcomes.

4. Measuring customer health and satisfaction

The customer success team needs to continuously monitor customer health and satisfaction. Identifying risks early on and taking measures to prevent them can not only influence your current customers but also those in the pre-sales cycle.

5. Professional services

Sometimes your client's needs will need a more specialized solution that goes beyond the scope of your product. In these cases, it’s the responsibility of the customer success team to provide or outsource professional services that can help resolve any issues.

6. Customer support

Even if your organizational structure already has a support team, the customer success team needs to be prepared to offer assistance. While most customers will go through the established support channels, some will reach out to their customer success manager instead for a more personalized solution to their problem.

7. Renewals and upsells

As your customer success team builds relationships with customers, they will have a better understanding of their needs throughout their customer lifecycle. Based on this information, they can proactively offer products that complement the ones they are already using or suggest upgrades when it’s time to renew their subscription.

8. Reporting

The customer success team needs to generate reports on customer health, churn, renewal rates, upsells, and other relevant data. This information is vital to help the company make decisions that can improve the customer experience.

Customer success team vs sales team

Customer sucess vs sales

Some might mistake a customer success team for customer support or sales team. But there are key differences between the two.

A customer success team is focused on proactive measures to keep customers happy and engaged in the post-sale part of the customer journey. By taking a deep dive into the customer lifecycle and identifying areas of improvement, a customer success team can prevent customer churn before it happens.

Sales teams, on the other hand, are focused on making new sales and growing the business. While a customer success team might be involved in upselling and cross-selling to existing customers, their primary goal is to provide proactive support and keep customers satisfied so they continue doing business with the company.

Customer success team structure

Customer success team structure

A customer success team can be as small as a single person or large enough to fill an entire floor of a building. The size of the team depends on the size of the company and its customer base.

Larger companies might have a wider customer success management team, made up of multiple customer success managers (CSMs), each responsible for a specific customer segment or product. A chief customer officer (CCO) is also a relatively new role that is responsible for the overall strategy and direction of the customer success team.

In smaller companies, it's not uncommon for the customer success manager to also wear many other hats, such as sales, marketing, or product management.

How remote work changed the workflow for customer success teams

Virtual meetings are now part of everyone's workday

A successful customer success team relies on seamless communication, knowledge sharing, and collaboration in order to come up with new ways to retain valuable customers.

However, remote work fundamentally changed the workflow for customer success teams by posing new communication challenges, such as:

  • Managing remote employees operating in different time zones
  • Working in silos and not communicating with other teams
  • Having difficulty establishing trust between remote team members
  • Lacking face-to-face interactions and knowledge sharing

With these obstacles at hand, launching a new customer success team or making an existing one remote-friendly can be a daunting task.

However, challenges also bring opportunities. Namely, customer success teams now have access to a wealth of new tools such as Kosy that can help them overcome the obstacles of remote work.‍

What kind of virtual meetings can benefit customer success teams?

Since customer success teams are in close contact with the users of products and services, they’re primarily responsible for informing and educating people. 

To do that, customer success team members must understand every aspect of the company they’re part of, understand customer narrative, as well as improve customer's experience.

For a remote customer success team, this means organizing and conducting various types of meetings virtually.

Some of the most valuable meetings for a remote customer success team include:

Coworking session

Coworking session

Customer success teams sometimes need a breezy coworking meeting to go over ideas, suggestions and analyze every customer success report card.

However, no team exists in a vacuum, and building a customer success team that delivers real results involves the work of various departments.

In coworking virtual spaces, a customer success team can exchange valuable customer insights with marketing teams, sales reps, support reps, and other teams in order to successfully handle every aspect of a customer's journey.

Project meetings

Have a project room where you can split in sub groups

Meetings that revolve around a specific project are excellent to narrow the focus of customer success teams.

In project room meetings, the entire team can have a more in-depth discussion about progress, brainstorm new ideas for moving the project forward, and collaborate on improving customer experience.

One of the best things about project room meetings is their versatility and how a customer success team can use them for a variety of purposes such as:

  • Onboarding new team members
  • Training sessions
  • Cross-team collaboration
  • Customer success strategy planning

Strategic review meeting 

Strategic review of roadmap in Kosy

A strategic review meeting gives a customer success manager an opportunity to assess the achievements of their team and review their current strategy.

These types of meetings also allow for a more open discussion about the challenges teams are facing and gain a deeper understanding of the successes and failures of various customer success initiatives.

Team meetings

Team meetings in Kosy

Team meetings are usually conducted on a weekly basis and their primary purpose is to ensure that everyone is on the same page, identify any potential issues, and come up with new ideas for improvement.

In remote customer success teams, team meetings give managers an opportunity to:

  • Get an update on every aspect of the customer's journey
  • Go over KPIs, such as customer success ROI, team process updates, NPS, etc.
  • Give/receive feedback
  • Set new goals for the company's success
  • Discuss any blockers or challenges

Team meetings can also include representatives of the marketing team, sales reps, and other departments in order to get a more holistic view of the customer's journey.

One-on-one meetings

One-on-one meetings

In order to build a customer success team that brings results, it is important to work closely with your customers directly. Some customers also require a more hands-on approach in the onboarding process and regular one-on-one meetings are the best way to ensure their satisfaction.

One-on-one virtual meeting rooms are great for working with your customers directly in a setting in order to boost retention, build rapport and trust.

Apart from building relationships and customer training, one-on-one rooms can also be used for interviewing new remote employees and strategic partners.

Virtual happy hour

Why not run a virtual happy hour in the pool?

As your team works to improve customer experience it is important to ensure they also have the best experience working in the company.

A virtual happy hour is a great team-building opportunity that allows everyone to let their hair down, have some fun, and get to know each other on a personal level.

Spending time together during the off-hours not only allows you to build a dedicated team but can also lead to some great ideas for moving the company forward.

How Kosy helps facilitate virtual meetings for customer success teams

Virtual space for a customer success team

If you’re on the lookout for a tool that’ll facilitate all the virtual meetings for your customer success team, Kosy is equipped with all the features you can think of.

With a user-friendly interface, customizable rooms, project board file-sharing and spontaneous interactions, Kosy is the perfect tool to keep your customer success team organized and on track.

From the moment you build a customer success team and start carefully curating customer experience to when you are ready for a virtual happy hour –- Kosy has you covered.

Kosy - A virtual space where remote teams work and hang out in | Product Hunt