How Ambition uses Ambition to power Customer Success

Running Customer Success inside Ambition

Did you know Ambition can be a fantastic tool for teams outside of Sales? Any team that tracks their success and KPIs via metrics can work seamlessly with the Ambition product. As Ambition’s VP of Customer Success, I measure gamify, and coach our customer-facing team through our own product. Here are some high level best practices for Success and Support teams that use Ambition.

Support and Success teams often build Scorecards and activity tracking based on these metrics:

• Activity
  • Cases Resolved
  • Cases Taken
  • Call connect %
  • QBRs held
  • Talk time
  • Emails

• Revenue Retention Goals

  • Monthly and Quarterly revenue goals

  • Renewal rate - dollars and logos

  • Early renewals

  • Expansions/upsells

• Referrals

  • Referral asks made

  • Leads acquired

  • Leads closed

Great Competitions for post-sales teams include:

• Most cases resolved in a time period

• Most talk time in a week, or during a 1-day blitz

• Highest renewal rate in a quarter

• Most referral leads acquired

• Activity metrics fantasy competition (especially during March Madness or the World Series!)

We even use Accolades for Customer Success, like:

• CSMVP: Top CSM of the Week (manager’s choice)

• Referrals Royalty: 10 referrals achieved

• Upsell Unicorn: $100k in Upsells/Expansions

• Renewals Master: 100% Renewal Rate for a quarter

• Earlybird Award: 10 early renewals

• Peer Praise: peer-to-peer award