Chili Piper's Customer Success Handbook

Ally DeForest
September 15, 2022
min to read

Chili Piper's award-winning CS department does things a little bit differently. And we've also shared our entire playbook with everyone.

Chili Piper's Customer Success Handbook

Ally DeForest
September 15, 2022
min to read

Chili Piper's award-winning CS department does things a little bit differently. And we've also shared our entire playbook with everyone.

CS Mission & Metrics

We have a very simple mission and corresponding metrics which we measure in our customer scorecard.

Screen Shot 2022-05-18 at 2.16.13 PM.png

We share progress to the Activities, Indicators and Lagging Outcomes in our Customer Scorecard consistently during Company All Hands (Weekly) and Board Meetings (Quarterly). This ensures we highlight progress and observations as our company scales. 


Our Rules of Engagement

The CS Org enacted rules of engagement as guidelines for how we all work together to support our customers.

How our Team is Measured on Success

Customer Success Managers

Customer Love

The Chili Piper Customer Journey

Join the Chili Piper family as a customer! As a new customer to Chili Piper, you will first start in our onboarding phase, after launching you’ll move into adoption where we are here to help you maximize your investment, once value is realized in your use case we hope to continue to grow with you!

Our Customer Journey

CS Playbooks

Playbooks are our processes or backstage plays to enable our team to maintain consistent CX at Scale.

Big 6

Our goal is to consistently drive higher-value conversations with our customers. We utilize the Big 6 framework to collect the right information throughout the customer journey so that we are best able to serve all of our customer’s unique needs.

Proactive Experience Recovery

PXR is a tool for our customer teams to consistently monitor the customer experience and address issues with proactive measures.

Risk Framework

This framework underpins our escalation process and is used to approach all escalations. You can also find the agenda for the Weekly Exec Escalation Review attached.

Our Team Meetings

Being a meeting tool, we also have a cadence of meetings that we deploy with our customers through out their journey. Here is how we drink our own Champagne by booking these meetings using Chili Piper.

CS Tools

We believe that tech saves time for our teams, which gives us more time to spend with our customers. We are always striving to be the most efficient in our roles.

What is our Team Doing Differently to be a Best-in-Class CS Organization?

Check out a few of the initiatives that set us apart!

Career Paths and Growth in the CS Org

At Chili Piper, we value growth and professional development at the front of our priorities. One of the tools use to support this is ProgressionApp.

The intention with ProgressionApp is to give our team visibility into what is expected of you in your current role, what the role options are that are direct paths from your current role, and what it would take to reach those roles in terms of skill-building and behaviors expected.

You will not only be able to see this for your role and team, but can also explore what roles and associated skills look like on other teams at Chili Piper that you might be interested in in the short, medium, or longer term.

Customer Success Managers & Leadership Progression

(To view more you can scroll from right to left and click on each role for the skills required)

Customer Love Engineers & Leadership Progression

(To view more you can scroll from right to left and click on each role for the skills required)

Digital Customer Success Progression

Community, Customer Knowledge, Customer Success Enablement, Leadership, Customer Education & Operations Progression

(To view more you can scroll from right to left and click on each role for the skills required)

Sales Consulting & Customer Implementation Progression

(To view more you can scroll from right to left and click on each role for the skills required)

Have questions, feedback, or want to chat about what you are doing in CS? Email ally@chilipiper.com

CS Mission & Metrics

We have a very simple mission and corresponding metrics which we measure in our customer scorecard.

Screen Shot 2022-05-18 at 2.16.13 PM.png

We share progress to the Activities, Indicators and Lagging Outcomes in our Customer Scorecard consistently during Company All Hands (Weekly) and Board Meetings (Quarterly). This ensures we highlight progress and observations as our company scales. 


Our Rules of Engagement

The CS Org enacted rules of engagement as guidelines for how we all work together to support our customers.

How our Team is Measured on Success

Customer Success Managers

Customer Love

The Chili Piper Customer Journey

Join the Chili Piper family as a customer! As a new customer to Chili Piper, you will first start in our onboarding phase, after launching you’ll move into adoption where we are here to help you maximize your investment, once value is realized in your use case we hope to continue to grow with you!

Our Customer Journey

CS Playbooks

Playbooks are our processes or backstage plays to enable our team to maintain consistent CX at Scale.

Big 6

Our goal is to consistently drive higher-value conversations with our customers. We utilize the Big 6 framework to collect the right information throughout the customer journey so that we are best able to serve all of our customer’s unique needs.

Proactive Experience Recovery

PXR is a tool for our customer teams to consistently monitor the customer experience and address issues with proactive measures.

Risk Framework

This framework underpins our escalation process and is used to approach all escalations. You can also find the agenda for the Weekly Exec Escalation Review attached.

Our Team Meetings

Being a meeting tool, we also have a cadence of meetings that we deploy with our customers through out their journey. Here is how we drink our own Champagne by booking these meetings using Chili Piper.

CS Tools

We believe that tech saves time for our teams, which gives us more time to spend with our customers. We are always striving to be the most efficient in our roles.

What is our Team Doing Differently to be a Best-in-Class CS Organization?

Check out a few of the initiatives that set us apart!

Career Paths and Growth in the CS Org

At Chili Piper, we value growth and professional development at the front of our priorities. One of the tools use to support this is ProgressionApp.

The intention with ProgressionApp is to give our team visibility into what is expected of you in your current role, what the role options are that are direct paths from your current role, and what it would take to reach those roles in terms of skill-building and behaviors expected.

You will not only be able to see this for your role and team, but can also explore what roles and associated skills look like on other teams at Chili Piper that you might be interested in in the short, medium, or longer term.

Customer Success Managers & Leadership Progression

(To view more you can scroll from right to left and click on each role for the skills required)

Customer Love Engineers & Leadership Progression

(To view more you can scroll from right to left and click on each role for the skills required)

Digital Customer Success Progression

Community, Customer Knowledge, Customer Success Enablement, Leadership, Customer Education & Operations Progression

(To view more you can scroll from right to left and click on each role for the skills required)

Sales Consulting & Customer Implementation Progression

(To view more you can scroll from right to left and click on each role for the skills required)

Have questions, feedback, or want to chat about what you are doing in CS? Email ally@chilipiper.com

Ally DeForest

Ally DeForest is a Customer Success Enablement Manager at Chili Piper dedicated to creating amazing CS team members and making customers successful! Ally believes enablement is a key ingredient to any company’s employee and customer success. Connect with Ally on LinkedIn.

Chili Piper Newsletter
All our secret
sauce
for free
Thanks for subscribing! Check your inbox for a welcome message 💌
Oops! Something went wrong while submitting the form.

Our playbook is only the beginning

Start learning
Linked in logo
Follow Us

Most Recent Articles

Chili Piper Privacy Policy

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.