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The CustomerSuccessBox Story

We’re the Outcome Driven Customer Success Platform

Founded

Founded

2016

Managing End User

Managing End User

100,000+

Logging Events

Logging Events

1000+ per minute

Funds Raised

Funds Raised

$1,000,000

Our Story

Welcome to the Subscription Economy. Everything is now available at $/month and the way we do business has fundamentally changed. The customer expects measurable business impact and trackable ROI. So, the traditional practices of customer acquisition and reactive support are not enough anymore.

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SaaS and the issue of Churn

B2B SaaS and subscription businesses bleed churn and struggle with customer retention. Customer churn is the biggest blocker of growth; it’s like trying fill up a leaky bucket. Such businesses cannot continue to operate with the old ‘reactive’ support model. CustomerSuccessBox was built from a clear need for a solution that could deliver ‘proactive’ customer success.

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The ‘Inside’ Customer Success Managers

Success managers are delivering more and more success remotely or in a hybrid mode of 80% inside and 20% field. There expectation from the technology platform are very different from a traditional field account managers. We serve the new ‘Inside’ customer success manager (CSM).

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More Success per Success Manager

Technology should enable more accounts per CSM. Only then we’ll be able to roll out success programs for even lower ARPA (Average Revenue per Account) customers. We look at technology as enabler of efficiency. From orchestrating attention to taking corrective actions, every success manager’s need should be enabled by the platform

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Need for Actionability

While existing customer success platforms provided a ton of information, they did not enable actionability. CSMs kept juggling between multiple software windows, making the job highly inefficient. Thus, there was a clear need for a solution to engage with the customers from the same platform.

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The role of Customer Success technology

Lagging indicators, such as NPS and feedback, often flag the pain when it is too late. Customer Success technology needs to provide a ‘leading’ indicator of churn risk by monitoring product usage and tracking value delivered on a real-time basis. But this is only the starting point. From the point of drawing a success manager’s attention to the right account, well ahead in time, technology should further enable the CSM to act on it.

Why CustomerSuccessBox?

From the above vision, we built the all-in-one solution for customer success that goes beyond health scores and viewing portfolios – CustomerSuccessBox, an Outcome Driven Customer Success Platform for B2B SaaS businesses.

CustomerSuccessBox enables success across all customer lifecycle stages – trial, conversion, onboarding, retention, upsell and renewal.

It enables every CSM to manage hundreds of accounts while growing a multi-million dollar portfolio.

It lowers the cost of delivering success per customer. Thereby enabling customers even with lower ARPA or ACV (Annual Contract Value) to enjoy the benefits of a customer success program.

Leadership Team

Puneet Kataria

Puneet Kataria

Founder & CEO

Puneet leads CustomerSuccessBox. Prior to this he was VP of Sales & Marketing at a SaaS company. In 16 years of professional career, he has been a sales leader at ThoughtWorks, IBM, Telelogic and an Engineer with Honeywell Aerospace.

Amritpal Singh

Amritpal Singh

Co-founder & CTO

Amrit leads technology and engineering at CustomerSuccessBox. Prior to this, Amrit developed four other platforms from scratch. He has worked at Droom, Kayako and has been a co-founder of a healthcare startup. He is a regular open source contributor.

Advisors

Bhaskar Sunkara

Bhaskar Sunkara

CTO

Appdynamics

Bhaskar Sunkara is a Founding Team Member and the CTO of AppDynamics which was acquired by Cisco. Before leading global product management and engineering at AppDynamics, he served as a Senior Software Engineer at CA Wily Technology.

Mahesh Baxi

Mahesh Baxi

Vice President of Customer Success

Apttus

A tech entrepreneur, CEO, author of two books, and a leader. Mahesh is the Vice President, Strategic Solutions Group at Apptus. He set up and managed Customer Success at Apptus and has led professional services at Vendavo and Nextance.

Subramanya S V

Subramanya S V

ex-Partner

Bessemer Venture Partners

Subramanya S V is the Co-founder & CEO of fisdom, a platform for personal finance across investments, savings and protection. Prior to fisdom, Subramanya was a Partner at Bessemer Venture Partners and served on the boards of Bharat Matrimony, TaxiForSure, Snapdeal, and many others.

Investors

Touted as India’s first applied artificial intelligence, machine learning and IoT-focused early stage venture fund, pi Ventures was founded in 2016 by Manish Singhal (Ex Co-founder and CEO of LetsVenture) and Umakant Soni (Former Director India of Science Inc.). In January 2018, the AI-focussed VC fund announced the second close of its $30 Mn fund at $25 Mn. Key contributors to the fund included Sunil Kant Munjal, Chairman of Hero Enterprise Electronic Development Fund (managed by Canbank Ventures), Hero Electronixs and leading HNIs and entrepreneurs.

Axilor Ventures is a new generation platform for supporting early stage entrepreneurs. Founded by S.D. Shibulal, Kris Gopalakrishnan, Srinath Batni, Professor Tarun Khanna and Ganapathy Venugopal. Through its programs which include Accelerator, Scale-up and Early Stage Funding, Axilor aims to support early stage entrepreneurs and improve their odds of success. It is currently based out of India with its headquarters in Bangalore.

Our Team

In the News

CustomerSuccessBox is helping clients understand customer behaviour

As the sharing economy matures, more and more people are seeing the benefits of renting goods rather than owning them. As a result, understanding customer behaviour and choices has become crucial for companies…Read more

Naini Thaker

forbes

CustomerSuccessBox raises $1 M for expansion

CustomerSuccessBox, an ‘actionable’ customer success platform for B2B SaaS startups announced on Monday that it had raised $1 million in pre-Series A funding led by pi Ventures…Read more

Harshith Mallya

yourstory

CustomerSuccessBox raises $1 Mn from Pi Ventures, Axilor Ventures

Launched in 2016 by Puneet Kataria and Amritpal Singh, CustomerSuccessBox is a customer success platform which helps B2B SaaS companies reduce, churn and grow their recurring revenue….Read more

Sukanya Mukherjee

inc42

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