Customer Success Handbook

Customer Success Handbook

Welcome! The Surfe CS Handbook is where you will find all information relevant for CS to better understand who we are, what we do, and how we do it.

This documentation is open to everyone in the team and in constant evolution. So please feel free to suggest improvements or ask questions.

๐ŸŒ What is Surfe?

Surfe is the nยฐ1 tool salespeople need to use on LinkedIn for their sales activities. It lets them connect your CRM (Salesforce, HubSpot, Pipedrive or Copper) to LinkedIn through a simple browser extension. Surfe makes it easy to create and enrich contacts, update their status and synchronize LinkedIn conversations - directly from a prospect's LinkedIn profile to the CRM in 1-click. No need to waste time on manual data entry. With Surfe, salespeople are 4x faster when sourcing and save a minimum of 60 minutes of boring tasks per day.

๐Ÿ‘“ Product Vision

  • Be the go-to solution for doing sales on LinkedIn
  • Design a dead-simple UI / UX which can be used by any sales teams in the world
  • Set the standard for simple, safe and healthy prospecting on LinkedIn
  • Not an automation tool, save time when doing customized outreach and curated profiling
  • No human explanation needed for understanding & using the product
  • Connecting the dots to build powerful end-to-end integrations
  • Embedded intelligence to eliminate manual tasks and provide additional sales insights

๐Ÿงฌ Our DNA

  • Keep it simple
  • Continuous Learning
  • Constant Improvement
  • Entrepreneurial spirit
  • Genuine
  • Integrity


๐Ÿ… Missions

As a Customer Success Manager, your mission is the following:

  • Suggest improvements for the productโ€™s no-touch on-boarding flow
  • Defining and measuring operating metrics and benchmarks to measure customer delivery and customer engagement.
  • Propose new tools and processes in collaboration with the Sales, Product and Tech teams
  • Understand and manage the need of our current customers
  • Help customers on-boarding
  • Answer general support questions
  • Communicate with Tech and Product teams to resolve complex issues
  • Assist in contract renewal for our existing user base
  • Pro-actively attempt to reduce churn

๐Ÿ’ฌ Working with the Team

Our Team has been remote from day-1. To keep the communication open and create synergies with the team and allow the teammates to report on their progress, we have put in place ๐Ÿ• Weekly goal & achievement meetings every Monday.

As a CSM, your relation with the rest of the team is outlined below.

With the Founders

You work alongside the CTO (Romain), and will have regular meetings with him to touch on:

  1. Progress and potential obstacles
  2. Task prioritization and time estimation
  3. Help needed and questions to ask

With the Product team

Your mission requires an in-depth understanding of the Product to better guide our users, spot technical caveats and suggest continuous improvements. The Product team is here to help you get the knowledge you need, and iterate with you on the customer on-boarding experience, documentation and support. Generally speaking, you will interact with the product team on the following aspects:

  1. You have feedback from the field (customer requests, suggestions, ...) and want to push the idea for the next releases
  2. You need more information about how a Surfe feature works, or what features are planned on the roadmap
  3. You may need access to customer/product data for your current tasks
  4. You have any personal suggestions about the Surfe product
  5. Better find ways to automatise Questions for support in front

With the Tech team

A part of the customer interactions youโ€™ll have will concern technical issues, custom development requests, or detailed technical questions about our product. In that case, the Tech team should be involved. Youโ€™ll have the responsibility to filter such incoming requests first to not over-stress the tech team. For technical issues, a new task (ticket) can be created so the engineers can work on it asynchronously, while the client is handled and waits for an answer.

  1. Analyse sign up & drop off rate using mix panel

With the Marketing/Sales team

CSM and Marketing are linked when it comes to low-touch product, since as a CSM youโ€™ll most likely work with leads generated by the marketing team. Keeping a good stream of communication here helps increase conversion and better target our audience!

  1. Analyse current Customer Data base to sort clients that can be recontacted for resell
  2. Analyse behaviour of churned customer, find ways to recontact them & then learn to automate process (working together with Apollo/
  3. Shadow someone on a demo call to understand better client need & FAQ


๐Ÿข Living in Station F

Since April 2021, Surfe has its office in the HEC Incubator in Station F. This is a unique opportunity for us, as it brings the comfort of being all in one place, at the very core of the Parisian startup scene, while accessing useful and "free" resources, in the form of coaching (Office Hours).

On-boarding & Desk

The on-boarding procedure is handled with Romain, CTO, and with the Station F staff. Declare when you wish to come, select an on-boarding time to receive your badge (and take a welcome photo!).

As a Station F resident, you can have access to Flatmates, Station F's housing program, for a cheap housing solution in Paris, not far away from the office.

If you wish to come and work in person at Station F, we can book a seat for you. You can then access Station F 24h/7.

Office Hours

We're all here to learn. Thanks to the HEC program, we can have access to high quality 1-to-1 coaching sessions on a variety of subjects. Feel free to book some time with experts who you think can bring you valuable knowledge here:

Better see with the rest of the team before booking, so you can be more than one listening during the Office Hours.


๐Ÿ—๏ธ Customer Touch-points

Intercom/Email via Front

An Intercom chat is available on our main website and the userโ€™s admin dashboard to provide them with an easy access to our team. Our users typically reach out regarding high level questions about our services (pricing, features, use-cases, suggestions, ...) but also technical issues (bug, settings, CRM configuration, ...) which are more technical.

Email sequences after on-boarding

Surfe has programmed some email sequences once a new user signs up, to help them on-board, keep them in the loop for future product updates, and propose a demo if needed.

Online documentation center

We published a documentation center featuring short articles to get started using Surfe, knowing more about our available features, and responding to popular questions via a Q&A section.

โ„น๏ธ Where to ask for help?

The team and founders are reachable on Slack.

Prefer direct messages to target the person you want.

You can also jump in a quick meeting if needed (see shared agenda for availabilities).

๐Ÿ”— Useful Resources


๐Ÿ“ Initial Setup

  1. Make sure you have received an invitation to all following services that we rely on
  2. Slack: where all our team communication take place
    Notion: where we create & organize all out knowledge and roadmap
    HubSpot: our internal CRM
    Stripe: handle payments, invoices, refunds, upsells, ...
    Mixpanel: where we track customer journey
    Google Analytics: where we view user behavior on our website where we send account managers campaigns
  3. Create test accounts for every CRM we support (Hubspot, Pipedrive, Copper, Salesforce)
    • We do that for you ;)
  4. Read our case studies to get familiar with the Product
  5. Participate to a client demo (as observer)
  6. Access founder's shared calendars
  7. Understand the task assigned to you
  8. Do an initial meeting with the CEO, ask questions
  9. Meet the team & your peers (informal)
  10. Start your first mission ๐Ÿš€