Ep#09: Customer Success for Enterprise Segment at StreamSets ft. Asim Mohammad (Former VP of Customer Success, StreamSets Inc)

In this episode, our host Adil Saleh chats with Asim Mohammad, former VP of Customer Success at StreamsSets Inc., about his unique experience of being an informal advisor for StreamSets Inc. due to its unique deployment— an on-prem software deployed as a software solution. He shares how to map the customer journeys and build standardised playbooks once you have customer data. According to Asim’s experience with StreamSets Inc., skipping to post-sales and adoption is not a scalable solution. It is of primary importance to establish a proper journey. Doing so will aid in the identification of opportunities to upsell and build relationships with customers. Moreover, the significance of communication during the production stage is vital. Making Customer Success a company-wide mantra is important because CS departments can not operate in silos. Furthermore, he extended upon the great value of mapping customer journeys and the use of customised playbooks. When asked whether the CS team should focus on communication, usage data, or both? Asim broke down the narrative into the following: a) achieving that product-market-fit b) the synergy between product-market-fit and use cases: identifying those gaps. These gaps are where communication and CS come into play. StreamSets Inc. uses various kinds of data to bridge this gap. Initially, as a series A startup, they used the Rinse-and-repeat strategy and avoided vertical niching. Asim recommended not going for vertical niching until you earn 20-50 million. Besides that, Product-market-fit can be thought of as a changing goal post and needs to be altered accordingly. The second half of the podcast focused on day-to-day operations at StreamSets Inc., building a tiered Customer Success department and 2x2matrix used for customer segmentation. The podcast concluded with the need for dedicated software for a mid-sized business and providing CS individuals with a streamlined framework.