Best Save Story Award

Sponsored by SuccessCOACHING

The Best Save Story award recognizes a CSM who is a true Churn Fighter!

Scenario:  This is your opportunity to brag! Share your best renewal save story.

How to enter: What did you do to bring the customer back to green? Share the details. The more metrics the better.

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Jeremy Levin, Strategic Customer Success Manager, G2

“It was a perfect storm of chaos,” writes Jeremy. “COVID layoffs, a private equity acquisition, a top ten ACV customer, and little-to-no ROI shown six months out from the renewal. We lost our top two champions as well as our buyer — all of whom were big fans of G2.”  

 Jeremy created a “war room” in Confluence to strategize for a successful renewal and further growth. The resulting strategy included health checks of active licenses, KPIs, blockers, and a multi-threading contact sheet that proved to be the key. Armed with new customer contacts who’d been unaware of G2’s value, Jeremy created new customer champions, learned the customers’ tech stack inside out, identified quick-win integrations, and secured a renewal with 10% growth.

Bernard Jackson, Customer Success Manager, TalentQuest

A customer of TalentQuest was at risk of churning due to frequent system errors while implementing one of their products, resulting in a loss of confidence and increased frustration. 

Bernard and his team worked around the clock to identify the source of the errors and fix them, then brought in additional management resources to monitor their platform’s performance in real-time and alert them to issues. Combined with a sincere apology and a goodwill discount, these measures convinced the customer to stay—with an improved CSaT and NPS scores, and a healthy boost to TalentQuest’s retention rate. 

Addie Batson, Enterprise Customer Success Manager, CXApp

Faced with the potential churn of a major client, Addie turned things around with a combination of curated best practice videos and content for the customer, the creation of a key contacts initiative highlighting their importance as champions, finding new customer champions within the customer’s business by researching contacts on the internet, and an expanded campaign of education content. 

Addie’s efforts resulted in a 2x increase in program adoption and platform utility, a new two-year renewal… and more than doubled revenue.