5 Questions with Melvin Prada of Docebo

Clay Smith
Oct. 25th, 2017

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.

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.

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.

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.

Is Customer Success responsible for Renewals at Docebo?

Customer Success is responsible for adoption, upsells, account expansion, and renewals.

What 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.

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