A Stressful Month in the Life of a Customer Success Manager

In this episode of the Business Systems Explored podcast, we speak to Aaron Lapierre, Customer Success Director at DoubleDutch, who lets us in on the systems he uses to retain high-ticket customers.


Struggling to retain your customers or make them happy? This interview contains a process Aaron uses that has assured DoubleDutch retain high-ticket customers which keeping it light enough to never miss a customer’s deadline on their event.

We discuss what customer success is, why it’s important, and how you can get started implementing it in your business (and justify the costs). From the high-level definitions of customer success all the way down to the nuts-and-bolts of the system, this podcast is a goldmine for any services or SaaS business.

Links to listen

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Quote to Tweet

“Look at your customer, and make sure you’re aligned on how they operate. Even down to their emotional state” (tweet this)

Show notes

  • Why ‘customer success’ isn’t a ’90s buzzword, and what it actually means
  • Aaron’s expert definition of customer success and what it means
  • How DoubleDutch makes customers successful with its app
  • Bridging the gap between clueless customers and your technology
  • The exact metrics Aaron uses to quantify customer success
  • What NPS is, and why you should care
  • How to get higher response rates on your NPS surveys
  • How many days to send your NPS surveys after the transaction
  • When customer success starts, and what happens as the very first step
  • How to decide which customer success team leads get which customer
  • How DoubleDutch communicate with each other
  • Aligning customer success with sales
  • Using a scripted presentation with customers
  • When you should use a high-touch approach and when you shouldn’t
  • The adrenaline rush of timeline-based customer success
  • What you’re dealing with when you’re dealing with Apple
  • The nuts-and-bolts process for getting apps on the app store
  • Using webinars to supplement customer success
  • Why DoubleDutch doesn’t bother with live webinars any more
  • What marks a customer as successful, and what doesn’t
  • Linking metrics with dollars for customers to see value
  • What to do when a customer makes an unreasonable request
  • Customer education for customers that don’t understand metrics
  • Educating your customers on products that aren’t even yours (like Excel)
  • Gathering data from your customers that goes to the engineering and product team
  • How Aaron never misses an event deadline
  • Where does customer success stop?
  • Drawing the line between customer success and support
  • How the customer success process changes based on the amount of customers served
  • Breaking your customer success team members up into different roles
  • The threshold, in exact dollars, that makes a customer important to DoubleDutch
  • The biggest mistakes DoubleDutch made with customer success early on
  • How to implement DoubleDutch’s process in your own business

Show links



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Vinay Patankar

CEO and Co-Founder of Process Street. Find him on Twitter and LinkedIn.

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