Case Study
Customer Success Managers in software companies face intricate challenges with handling upsell opportunities. To improve their ownership and success rate, I brought a feature end-to-end by advocating for the user, designing solutions, and ensuring the quality of the final result.
Our previous research surfaced that our core feature, Pulse Responses, helped CSMs communicate better with their customers and qualify upsells. Buyers mentioned that even one upsell made their return of investment. Recognizing this, I saw an opportunity to enhance Pulse Responses, making them seamlessly integrate with upsell processes. This new feature aims to play a role in closing more deals by indicating direct Return on Investment (ROI) within the product.
Customer sentiment on upsells.
Customer Success Managers have difficulty collaborating with other teams about Upsell Opportunities they qualified.
Deliver a feature that helps Customer Success Managers enrich, hand off, and maintain visibility over a qualified Upsell Opportunity.
First, I presented a simple storyboard conveying the feature vision along with a list of permutations this feature can come in. With the CXO's input, we worked together to converge towards a feature set with the optimal balance between feasibility and usefulness.
Possible permutations of feature
Initial prototype
We conducted internal reviews to explore visual directions and external user tests to improve usability.
Customer Success Managers use this feature to take greater ownership of upsells and bring more value to their customers.
©️Takumi Arai 2023