Customer Success Interview - Low Engagement Discovery
Hi everyone,
Posting here to try and get some ideas on how to handle a situation like this for a mock call that I have.
Here's the Scenario:
Your primary objective is to lead a 25-minute discovery meeting with your customer, Type Flow who is a a 150-person, Series C AI startup. Type Flow is eight months away from renewal, but they have shown low engagement, are underadopted with the platform, and their goals are unclear. This is your second meeting with them, following an introductory call where you met the entire team. Your objective for this regularly scheduled meeting is to understand what success looks like for them so you can create a strategic plan moving forward. Please be prepared for interviewers to act as your customer and ask questions during your presentation. You'll be walking into this meeting with minimal context, as the previous CSM provided a brief handoff, and your Account Manager counterpart is out of the office.
I have my ideas on how to handle this, but I want to make sure I'm not missing anything, or if there's anything I could add to my presentation. This presentation will also be using a slide deck.
Appreciate any and all help, and thank everyone in advance!