5 Questions with Melvin Prada of Docebo
Leading the overall Customer Success management strategy at Learning Management System provider Docebo, Melvin Prada is passionate about helping organizations receive value throughout their Customer Journey. He is responsible for retention, upsells, and the CS operations of Docebo’s Global CSM teams. In his own words:
Our vision is to build measurable partnerships that are both efficient and innovative. At Docebo, we are inspired by our clients’ success. Our goal is to become the best CSM team by building a Customer Success-centric experience and a team that continues to embrace our entrepreneurial company culture.
5 Questions with Melvin Prada of Docebo
1. What stages have you identified in the Customer Journey at Docebo as it pertains to Customer Success? Which criteria determine who belongs in each stage?
For Docebo, our Customer Success journey starts in the sales cycle. We have implemented processes that allow us to map all our prospects towards customer success. When the sale cycle is closed, the CSM owns the account from the get-go. Our onboarding stage is about 90 days. Followed by two more stages on year one – Deploy & Adopt and Optimize & Renew. For following years, we focus on growing our client advocacy, relationship, and expansion of our client community while continuing to drive value through constant adoption and innovation with our product roadmap.
2. Where does Customer Success sit in your company’s organizational chart?
At Docebo, both our Global Customer Success and Sales teams roll up to our Chief Revenue Officer.
3. What criteria do you use to create your most useful customer segments?
We love simplicity. For this reason, we segment our clients into three different plans: Starter, Advanced, and Enterprise. Our business model is based on the adoption of the technology by allowing our clients to purchase a determined amount of active users per month (year commitment) so that they can grow with us.
4. Is Customer Success responsible for Renewals at Docebo?
Customer Success is responsible for adoption, upsells, account expansion, and renewals.
.5 factors do you use to calculate the health of your customers?
Our customer health score considers multiple variables and places them into an algorithm that measures specific weights for each variable. The most important for us are adoption, NPS scores, Support, and CS-Client engagement. While there is nothing set in stone in how to configure health scores, it is essential to consider the complexity of your product and the stage of growth of your business and clients, while proactively studying mathematical models to predict churn.
If you work in Customer Success and would like to participate in our “5 Questions” series, please email hello@akitaapp.com.
Related Articles
Best Customer Segmentation Software to Utilize in 2024
Understanding customers at scale has come a long way. Back in the day, companies used simple attributes to carve up their customer base in some way to apply different resources to support and/or expand those customers. Boy was it blunt though! Generally, it never got far beyond segmenting your account list by their spending or […]
Best Customer Success Software for Your CS Department in 2024
If you are reading this, you are faced with a real challenge. Either you already manage a customer success function and your existing toolset is not fit for purpose, or you have decided to start a customer success department and want to implement the right software as a solid foundation for your Customer Success Managers […]
Top Customer Retention Software to Reduce Churn in 2024
Figuring out the right customer retention management software to help manage your Customer Retention goals can be tricky. It really comes down to what your specific goals are, what type of market you serve, the customer data you retain and where that data resides. There are some specific types of tools you should consider. Customer […]
15 Customer Onboarding Statistics and Trends in 2024 to Note
In the SaaS world today, each lead you turn into a customer is a call for celebration. Still, to ensure them a smooth journey and success with your product, it is crucial to first help them understand how they can use your product or service effectively to get all the benefits they offer in the […]
How to Become a Customer Success Manager: All You Need to Know
Nowadays, it seems that acquiring each new customer calls for celebration. Yet, their choosing you over competition is merely the beginning of a beautiful friendship, as retaining them is equally, or usually even more, difficult.
Voice of the Customer Best Practices and Tips in 2024
When we aim to understand someone or something, the first step is to listen or observe carefully. The same rule applies for customers. If you wish to truly meet your customers and understand their concerns and goals, you must not only solicit and gather their feedback but also act on it. This is precisely what […]
What Is Product Discovery: Definition, Benefits and How to Do it?
Developing, launching and promoting a new product or feature is not only time and energy-consuming but also expensive. This is why frustration is inevitable if the new feature of a product goes unnoticed or unused. To avoid that, companies must first understand market trends and customer needs to be able to create products that address […]
What is Customer Stickiness: How to Measure & Increase it?
Although customer churn and retention are the most important metrics that help you assess the overall health of your business, they often fail to explain why customers leave or stay with you. This is precisely where customer stickiness can help you. To answer the question “What is customer stickiness?” with ultimate precision, we must thoroughly […]
Best Customer Success Books You Should Read in 2024
Customer success is the backbone of a successful SaaS business. The way your CS team manages and nurtures customer relationships often determines the size and quality of your customer base and, therefore, affects revenue and growth. A smart customer success manager knows very well that customer success is a dynamic and ever-changing field where continuous […]