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Customer Success: Where CS and Marketing Intersect at Sendgrid

By Amy Mustoe, Director of Customer Success at Sendgrid
by

Kevin Klein

on 13 January 2016

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Transcript of Customer Success: Where CS and Marketing Intersect at Sendgrid

Customer Success
Marketing
Customer Experience Task Force
Marketing
CS
Success
Headquarters - Boulder
Denver | Orange
San Francisco | Europe
Email Infrastructure As A Service
Customer Success
Inbound Marketing
Relationships
Points of Friction
Product experts
Customer Feedback
Trusted Advisor


Segmentation
Targeting
Brand messaging
Resources
Best Practices
Influencers

early to aha!
coordinated touchpoints
thought leadership
interesting moments
employee advocates

Alignment
Task Force
Customer Marketing
Success Beyond the Product
Alignment: Goals, Mission, KPIs, Reporting
Making the customer journey together
CS, Product, Marketing, Support, Engineering
Customer Value Marketing
Where
&
Intersect
Who is SendGrid?
Who are our customers? Engineers, DevOps and Marketers
Goals:
Protect the Core
Reignite Growth
Common KPIs: % Growth and Churn
Mission: Deliver Email that Matters
Sign up
Onboarding
Messaging
Product features
Nurturing Programs
Customer Marketing
Customer Goals
Customer Revenue
Alignment
Task Force
Value Beyond the Product
Getting the entire organization passionate about our customers' success.
Full transcript