Case Study

How creating a Customer Success organization is helping a small fintech firm retain, expand and engage its customer base.

The Challenge

Our client, a small but growing fintech firm, was struggling to transform from a sales organization to an organization that was focused on both landing and expanding its customer base. The firm brought KWP on board to design and launch a proactive Customer Success organization. We were tasked with assessing and identifying opportunities to scale operations, and then build out customer success capabilities.

Our Approach

To build out and launch the customer success organization, KWP
•   Created a codified customer journey delineating roles, responsibilities, and
    accountabilities across the organization
•   Developed formal KPIs defining customer health
•   Created job descriptions and a reporting structure for the customer success team
•   Identified customer success software and governance best practices for the fintech
   tech stack

The Outcome

By clearly defining health metrics and creating scalable resources and assets, the fintech was able to: • Retain customers and reduce churn • Grow its customer base and usage within each account • Identify key customer touchpoints to fully engage customers at every stage of the journey

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