Events and Customer Advisory

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Customer success will be best positioned to identify cheerleaders and advocates who can be helpful in the context of conferences, speaking opportunities, and customer feedback on new products.

If customer success is going to help all these other parts of the organization, the first step is to make them aware that these are activities that they should be engaging in. The second, more advanced, step, especially as you start establishing a specialized customer success function, is to provide compensation inducements to them. Offer a ~$50 bonus for each upsell or new opportunity (again, contingent on the size of your typical deals) identified by customer success that ends up getting sold.