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Customer Success

Brand Journey: A Look at CustomerSuccessBox’s Journey.

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CustomerSuccessBox is a privately held, self-funded company having its offices in Gurugram, India, a suburb of Delhi, and in San Francisco, California, selling a customer success platform to cloud-native companies and some early adopters in traditional industries.

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Basic Information:

Legal Name:CustomerSuccessBox
Locations:Gurugram India, San Francisco, California US
Business Model:B2B
Founding Date:2018
Leadership Team:Puneet Kataria – CoFounder
Amritpal  SinghCoFounder
No. of Employees:24
SaaS Category:Customer Success Intelligence Software

We’re customers too. And with every product we invest in, we want to, we must and we should be successful in getting the value (success) that was promised. Our mission is to enable every SaaS business to deliver success, not just technology. Why, because every customer deserves to be successful.

Company Introduction:

The company was founded by Puneet Kataria and Amritpal Singh in 2018. Before co-founding CustomerSuccessBox, Kataria was a VP of Sales & Marketing at a SaaS company and saw the problems of churn firsthand. He acts as the company’s CEO. He was also named on LinkedIn’s top-voices list in 2019 and is among the 2021 top 100 customer success influencers globally. Prior to Before CustomerSuccessBox, Singh developed four other platforms from scratch and co-founded a healthcare startup. He is a regular open-source contributor and leads technology and engineering. 

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Currently, CustomerSuccessBox has clients such as Orange business services, Hubilo a $150M funded virtual event platform provider, Fareye $150M funded Logistic tech, AisleLabs a Toronto based Adtech, Headset a Seattle based business intelligence solution, LeadSquared a $35M funded Bangalore based Martech, Anchanto, Singapore based eCommerce automation business to name a few. The company emphasizes developing advanced AI and ML algorithms and has leapfrogged years of development by being the first and only platform to roll out Customer Success Intelligence(CSI).

What Issues Does CustomerSuccessBox Solve for its Customers?

Customer churn is the biggest blocker of growth for most SaaS companies. CustomerSuccessBox sees that while organizations have invested in customer success functions, CSMs continue to struggle with the lack of insights in spite of having access to all the data.

From their perspective, even Customer Success technology configurations have human biases and may never generate a true risk signal in time for CSM to act. Although every org has a handful of experienced CSMs who know what actions will lead to retention, most others are lost in data, false-negative alerts, and spend way too much time analyzing data. And above all CSMs do not know what to do next even when they identify a risk signal.    

CustomerSuccessBox product aims to reduce churn and improve the lifetime value of the end customer. The vision is to use artificial intelligence (AI) and machine learning(ML) to overcome the limitations of traditional customer success platforms. Its technology enables ‘prescriptive’ customer success, drops human bias, and more importantly, removes the dependency on a full-time CS operations role to configure and calibrate the Customer Success Platform.

It also automates customer onboarding, product usage analysis, and user communication. In doing so, it expects to lower the cost of delivering customer success and extend the lifetime value of the customer.

Based on this vision, CustomerSuccessBox attracted $1m in pre-Series A funding from Pi Ventures and Axilor Ventures in March 2018.

Product Information:

CustomerSuccessBox aims to use technology to turn every CSM into ‘Super CSM’ with prescriptive customer success. With CSI, CustomerSuccessBox recommends the ‘next-best action’ for each account thereby coaching CSMs to be more effective. CSMs spend less time swimming in endless data and more time engaging with customers delivering success. This AI-powered perspective success further helps the Org to hire more CSMs with confidence and scale up CS operations faster.

CustomerSuccessBox’s AI/ML model  takes all of 

  • Metadata (from CRM, billing, support, and helpdesk)
  • Engagement data (from email, meetings, QBRs) 
  • Product adoption data from product telemetry 

to correlate, learn and predict what drives renewal and upsell. Powered by advanced AI models and big data crunching, it keeps learning for every renewal, upsells, churn, and predicting the retention probability and the ‘next-best action’ for each account that needs to be taken by the CSM to maximize ARR and LTV.

The biggest advantages of Customer Success Intelligence (CSI) is:

  • Prescriptive success 
  • Recommends next-best-action for CSMs
  • Guided Success 
  • Prioritize LTV maximization (not just churn avoidance)
  • Churn prediction to prevention 
  • Personalized CSM coaching
  • CSM enablement

The product is designed to act as an early warning system to anticipate and prevent churn and a CSM coaching system. It uses predictive analytics to create leading indicators. For example, which customers are most likely not to renew based on their product usage, instead of on lagging ones, such as which clients have dropped the service. CustomerSuccessBox also worked out a multidimensional definition of customer health, breaking it into several categories such as product adoption, financials, service issues, relationship strength, retention probability, and risk instead of just producing a single score.  This precision gives the customer success manager (CSM) a complete picture (rather than averages) of the root cause of the problem and how to best respond. The product also considers the customer’s ARR and calculates the potential lifetime value that can be unlocked when prioritizing which customers to focus on first, guiding CSMs to get maximum impact for their effort.

The CustomerSuccessBox product includes advanced features and focuses on improving CSM-customer engagement and making it more proactive.

Other Features include:

  • Customer 360-degree view: brings together all communication, CRM, help desk, financial, and adoption data in one place.   
  • [AI] Retention probability
  • [AI] Insights
  • [AI] Next-best action
  • [AI] Potential future LTV
  • Customer journey tracking from onboarding to referrals.
  • Account Health 360: Adoption, Financial, Service, and Relationship health.    
  • Risk and Upsell Signals 
  • Onboarding / Renewal / Upsell Playbooks
  • Customer Success Automation
  • Milestones and Alerts
  • Dashboards
  • Portfolio management

The platform is integrated with Salesforce CRM, Hubspot CRM, Zendesk, Freshdesk, Intercom, Jira, Chargebee, Stripe, Quickbooks, Segment, Mixpanel, Amplitude, Pendo, Delighted, Asknicely, Gmail, Google Calendar, Microsoft Outlook, Zapier, and many more.

Timeline:

  • CustomerSuccessBox was established in 2018
  • Raised Pre-series A funding
  • Billions of events logged in with CustomerSuccessBox
  • 250,000+ Accounts and 1 million+ user monitored Daily
  • Today CustomerSuccessBox is standing tall with 12 Badges from G2 Market Report.

Target Market:

  • Client Segment- B2B SaaS business having $10,000 – $100,000 ARPU( Average Revenue Per User) 
  • Target Geography- US, UK, Australia, India
  • Target Companies- B2B SaaS business, Product Company

Funding:

CustomerSuccessBox has raised $1m in pre-Series A funding from Pi Ventures and Axilor Ventures in March 2018.

Customers:

The company’s 200 customers include many cloud-native companies such as Stavvy, LeadSquared, Anchanto, Headset, Yojee, Hapara, Verloop, Fleetx, Hippo Video, SalesScreen, Quickorder, Aislelabs, Vantage Circle, and PractiTest. It has also closed some established businesses such as Orange Services.

Like every company in the customer success market, CustomerSuccessBox competes with Gainsight, which created the category and is now officially a unicorn (private companies given a $1b valuation by investors) with over 800 employees. Although it has not announced a dedicated customer success product, HubSpot recently added some customer success features to its Service Hub offering. Zendesk recently acquired Survey Monkey and may be considering entering the market itself. In addition, although it does not offer a dedicated customer success product, CustomerSuccessBox both competes and cooperates with Salesforce and is a Salesforce partner. In its most recent annual report, Salesforce mentions customer success no less than ten times and may be planning to enter the market sometime in the future.

Competition:

Direct competitors in the customer success market include public companies such as Medallia (Strikedeck) and Freshworks (Freshsuccess). However, customer success is not central to either of their businesses. In addition, CustomerSuccessBox competes directly against venture-backed startups such as Catalyst, ChurnZero, ClientSuccess, Flytxt, Totango, and Vitally and against other self-funded companies such as Planhat.

Customer Success Box Team Culture:

  1. SaaSDekho is India's leading media organization.

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