Customer Success Manager challenge

Welcome to this Customer Success Manager challenge! You will present the results to this challenge during your second interview round with us.

Second Interview Agenda

The second interview will help us learn more about your technical experience, your way of thinking, and how you would apply these to Surfe. It will last 1 hour and will be conducted as follows:

1. Intro - We want to get to know each other before anything else.
2. CSM Challenge presentation - We are ready to be wowed!
3. Upsell Role-play - Live exercise, we will simulate an upsell calling exercise where you will showcase everything required to seal the deal. See below information about the account:
1. Account information:
1. Company: Qonto
2. Size: 1 700 FTE
3. Industry: FinTech
4. Customer since: 1 year
5. Main contact point: Director of RevOps
2. Subscription information:
1. Number of licenses: 100
2. Current plan: Essential Plan
3. Subscription cycle: Monthly
4. Current discount: 30%
5. Current ACV: 32,8 k€
3. Current situation:
1. Only SDRs have a Surfe license, the whole team is equipped
2. They mainly use the Sales Nav List export feature and the enrichment cascade for phone numbers. Occasionally, they use the individual add to CRM feature.
3. Switching from SDR + AE role to Full Cycle AEs only → drop in total number of reps, from 200 to 150, but all reps that remain are Full-cycle AEs due to promoting some SDRs to Full cycle reps
4. Need to strongly increase the output of outbound to match their pre-IPO objectives
5. Have noticed their existing customer-base in their CRM is outdated
4. Expectations - We want to hear from you your expectations for this role
5. Wrap up - It’s a wrap!

You will now find below more information that will help you build your CSM Challenge presentation.

About Surfe

Surfe is a sales platform designed to help sales people become more efficient, effective and remove many of the repetitive admin tasks that are inherent in their role. Surfe is currently at €2.9m in ARR and we need to grow to €4.5m by the end of 2024 (6 months from now).

Whilst we do have a direct Sales function, this is a small part of our growth strategy. We’re focused on SMB and Mid-market with a self-service signup model. We’ve committed to pursue a small number of channels, but execute on them at world class levels. CS and CSM are some of these.

Your Challenge

Imagine you are the first CSM to join Surfe, with no previously defined process to handle neither Customer Support or Customer Success Management.

Build a comprehensive 3-month strategy that will help you structure the CSM team’s efforts to:

1. Reduce the Customer Support workload
2. Streamline upselling/cross-selling as a forecastable revenue channel
3. Build a scalable model
1. Make sure to include at least one signal of upsell among others
2. Detail how you would build this model ensuring end-to-end support for these customers

This document will provide you with relevant information you might need to conduct this task. It is organized in the following fashion:

1. Pretext
2. Day in the Life of a Sales Rep
3. Pain points for Sales Reps
4. Surfe’s features
5. Surfe’s Mission
6. As of today
7. Extra resources