Overview

Most of the times, there are multiple owners of a single account in a single lifecycle stage or multiple lifecycle stages. For example, companies divide the portfolio with Onboarding Managers, Customer Success Managers, Technical Account managers, Account Managers, director of CustomerSuccess, VP of Customer Success, etc.
In this section, you will be able to configure various Team-roles as assign the ownership of Accounts

Who is this for?

This article is for admins who are responsible for setting up CustomerSuccessBox.

What will I be able to achieve?

• What are team roles?

• Configuring and managing Team roles

• Using Team Roles in CustomerSuccessBox

What are Team Roles?

Team Roles are custom roles defined for the Customer Success teams. Team Roles are vital in organizations where more than one manager is assigned to a single account.

There can be multiple managers like 

• Customer Success Manager: They are responsible for analyzing customer health and developing more robust engagement with them.

• Onboarding Manager: They ensure that the customer effectively understands how to use the product and starts using them. They ensure that the customer goals get achieved in time.

• Account Manager: They are responsible for keeping a watch on the subscription status of the customer. They will keep track of customer invoices.

 These managers can be assigned to a single account.

 Team Roles help in achieving this configuration in CustomerSuccessBox.

You can notify these managers by creating different alerts depending on the customer’s activities.

• If a customer has not used a particular unique feature for the past 14 days, you can create an alert to notify its respective Onboarding Manager.

• Suppose a customer’s Relationship health or Product Adoption health is poor. In that case, you can create an alert to notify the respective Customer Success Manager to take necessary action to reduce churn.

• If a subscription is due in the next 14 days or the invoice is overdue, you can create an alert to notify the respective Account Manager to handle such scenarios and avoid losing a valuable customer.

Note: You can create a maximum of 5 Team Roles(including CSM) in CustomerSuccessBox.

Configuring and managing Team Roles

You need to follow the below steps to create and manage the Team roles.

• Click on the Gear icon present on the top right bar of the CustomerSuccessBox dashboard. Then click on the Team Roles option.

• Once you are on the page, click on Add New Role button to create a new Team Role.

• You will have to provide the below details.

  • Success Role Name

  • Description: Here you can provide a brief about the responsibility.

• Click on the Save button to finish.

• To edit any existing Team Roles, click on the icon.

Notes: You cannot edit the CSM Role that is provided by default in CustomerSuccessBox.

Using Team Roles in CustomerSuccessBox

• Team Roles are defined to increase the account’s view and actionability, which otherwise limits to the CSM of the account. If you have roles assigned to other team members too, they can also view the progress and current status of the account. But if you do not have Team Roles defined, then this access is limited to Admins and CSM of the account.

Once a team role gets created, you can assign them to your team members for an account by going to the individual Account page.

• You can also create tasks and alerts for the respective users as per their team role. For example, you can automate an alert where condition=true, then create a follow-up task for Onboarding Manager rather than CSM. (Assuming, Onboarding Manager is defined as Team Role). Learn more about How to Create Tasks and Alerts here.

Where do I see the Team of an Account?

If you want to see the team members for an account, you need to go to the individual Account page.

• Click on the Team tab.

• You can click on the drop-down button near each team role to assign a team member for that account.

• Click on the Save button to confirm changes.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You can always:

1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

2. Create a conversation from here.

3. Send an email to the Support team.