Premium Client Workshop 2 - Success
Mandy Vella Claudia Montoya Matous Nemecek
27th of November 2025
Degree / Master's Title
1. 1ntroduction
How Does This Workshop Apply to CSMs?
With Premium becoming the preferred package, onboarding is just the beginning of the client journey. As a Customer Success Manager, your role is to ensure a smooth and valuable experience beyond onboarding by:
“Customer success is about ensuring your customers achieve their desired outcomes while using your product or service.”
- Setting clear success milestones
- Holding regular check-ins
- Acting as a trusted advisor to guide clients toward their goals
- Lincoln Murphy
2. Introduction
Objectives
By the end of this workshop, you will:
- Confidently manage Premium clients after the onboarding phase
- Understand the procedure for upgrading clients from Standard to Premium
- Learn how to maintain and nurture Premium accounts through key feature overviews
- Be equipped to guide and manage Premium clients more comfortably, effectively, and efficiently
3. Tracking Successs
Driving Success: Premium Stats
Premium clients are actively adopting our compliance tools, let’s take a closer look at the;
- Wins/Churns
- Renewals
- Opportunities to drive even more success
+ info
Activity 1 - Find the Mistake
Degree / Master's Title
5. Activity 1
What is the process when a Standard Client upgrades to Premium?
Step 1
- Internal call with AM to understand why they upgraded
Step 2
- Confirm Premium Status and Contract Details:
- Verify the client's new Premium subscription type (Premium FS or Premium NON-FS) by checking the Order Form and contract details.
- Update portal tags in Fincarta to specify "Premium FS" or "Premium NON-FS" accordingly
- Ensure all client details, including compliance tools and portal tags are updated even if the tools are not adopted yet.
Step 3
- Update Stylesheet and Branding:
- Check if the client has an existing stylesheet. If not, or if it is outdated, create or update an Enhanced stylesheet suitable for Premium clients
- Premium clients are entitled to enhanced branding options including custom fonts, tailored colours, enhanced carousel options, footer customisation with logo and links, and favicon
- Set up new Billing Only Libraries including Compliance Bites, Declarations, Surveys etc. (tbc as Clare is looking into this)
Find the Mistake
Find the Mistake
6. Activity 1
What is the process when a Standard Client upgrades to Premium?
Step 4
- Update HubSpot and Workflows:
- Enable the feature overview, and ensure all products cards are visible
- Complete relevant onboarding Hubspot tasks for Premium clients
- Complete the specific onboarding Hubspot tasks for Standard clients upgrading to Premium
Step 5
- Schedule Introductory Call:
- Arrange a Premium Intro Call involving the AM, and client to discuss portal setup, compliance tools, rollout strategy, and any custom requirements
Step 6
- Communication to Client:
- Inform the client about their Premium portal features and any changes made
- Provide updated email templates and send the compliance tool adoption forms through Intercom
Step 7
- Update Notes and Documentation:
- Revise the notes page with updated main contacts, admin access, user data provisioning (automatic or manual), and any new compliance tool setups
Find the Mistake
Find the Mistake
Activity 2 - Complete the Sentence
Degree / Master's Title
game
Complete the sentence
Scenario 1: A Premium client who provides a clear indication of what they want to start with and how they’d like to set things up.
game
Complete the sentence
Scenario 1: A Premium client who provides a clear indication of what they want to start with and how they’d like to set things up.
Step 5Send follow-up emails and outline the enhanced features again such as; __________________ , __________________ , _________________, ________________ and _________ via email to request resources so the CSM can implement them on their portal.
Step 6Once the compliance tool form/s are returned, the CSM ________________________.
Step 7Set up any follow up _____________ and ______________.
Step 4Send the relevant compliance tool forms through ____________, following the call and update the ____________________ on the Feature Overview.
Step 2Wait for AM to coordinate the call while the CSM edits the ______________________________ .
Step 3________________________ track their goals and success criteria in their portal on the ________________________ .
Step 1If the client is upgrading, review the AM's handover notes on HubSpot. If they are a new client review the ______________ notes on ___________ to see what the client would like to prioritise.
If the client is upgrading, review the AM's handover notes on HubSpot. If they are a new client review the Business Manager (BD) notes on HubSpot to see what the client would like to prioritise.
Send follow-up emails and outline the enhanced features again, such as; Enhanced Stylesheet, Footer Wording, Portal Font, Customised Carousel and Links via email to request resources so the CSM can implement them on their portal.
Once the compliance tool form/s are returned, the CSM can start setting up the tool.
Send the relevant compliance tool forms through HubSpot, following the call and update the Relevant Checklists on the Feature Overview.
Title
Wait for AM to coordinate the call while the CSM edits the Premium Upgrade Presentation
During the initial call, track their goals and success criteria in their portal on the Feature Overview.
Use this side to give more information about a topic.
Set up any follow up Calls and Training Sessions
Subtitle
Activity 3 - Put in Correct Order
Degree / Master's Title
11. Activity 2
1.
2.
3.
4.
5.
6.
Best Practices
Degree / Master's Title
12. Best Practices
Feature Overview
Quarterly Catch-Up Calls
13. Best Practises
Standard to Premium Presentation
Renewal Upgrade Call (not an Intro Call): The AM will be responsible for scheduling the call with the client.
Slide 1 (Title Page): Logo and Date Slide 4: AM handover notes, preferred project dates or goals and integrations specifics Slide 5: Amend if we already know the integration they will use.
Update anything highlighted in yellow
Activity 4 - Hot Potato
Degree / Master's Title
Game Instructions
- Let’s start by everyone raising their hand
- I’ll read out a question related to specific areas of the Feature Overview
- A 45-second timer will start
- For the first round, Emma will call out the first name. If that person doesn’t know the answer, they can pass it to someone else until the timer runs out
- Once the question is answered, the timer stops and we’ll reveal the correct answer
- It’s important to remember that once you answer a question, whether correctly or not, you can put your hand down. This helps ensure that each new pick goes to someone who hasn’t participated yet
Degree / Master's Title
15. Activity 4
Emails & Notifications
The responsible person (client or CSM, depending on assignment and if their email is entered).
Support always gets notified when a client updates their own checklist item.
The responsible person doesn’t have an email address entered: what happens?
The client updates their own checklist item: which team also gets notified?
A checklist item is due in 3 days and not complete: who gets an email?
No, reminders only start at 7 days before the due date.
No, reminders stop once the item is marked complete.
The due date is 10 days away: is a reminder sent yet?
The item is complete: are any more reminders sent?
No reminder email is sent
Title
Use this side to give more information about a topic.
Subtitle
00:45
00:45
00:45
00:45
00:45
16. Activity 4
Parent & Child Cards
Click "View Features" on the relevant Parent Card and enable the slider against the Child Card.
All Child Cards under a Parent Card are “Not Started.” What does the Parent Card display?
The Child card is 'Active' with an 'In Progress’ status. What does this mean?
What happens to the Child Card progress bar when a checklist item is updated?
Child Card progress bar updates automatically based on the the number of checklist items updated.
It shows intent to implement that feature, but none of the checklist items have been updated.
A client wants to activate a Parent Card: what’s the first step?
The Parent Card displays as "inactive", showing all Child Cards as “Not Started.”
Title
Use this side to give more information about a topic.
Subtitle
00:45
00:45
00:45
00:45
17. Activity 4
Checklist Management
A CSM creates a new checklist item but forgets to assign responsibility: what’s the risk?
You upload a file to a checklist item. How long will it stay there by default?
No reminder emails will go out, because there’s no responsible person/email assigned.
Unable to access a checklist item. Why?
To access the checklist items, the Child card slider must be enabled.
Retention defaults to 0 (kept indefinitely until manually deleted or retention changed).
Title
Use this side to give more information about a topic.
Subtitle
00:45
00:45
00:45
18. Activity 4
Permissions
A client only has “View Features” role enabled. What can/can’t they do?
If you want a client to edit their own checklist items, what needs to be enabled?
They can see the Feature Overview, but cannot edit, activate sliders, or update checklists.
The client must be granted the “Edit Features” role.
Title
Use this side to give more information about a topic.
Subtitle
00:45
00:45
19. Activity 4
Tricky Situations
Check the dashboard to confirm that the invoice is mapped correctly and set to "Active".If not, raise on 'Ask about Feature Overview' channel
The client claims they didn’t receive reminder emails: what’s the first thing you’d check?
A new feature was purchased but the Parent Card does not show in the Feature Overview. What should you check first?
A feature is retired. What happens to the Parent Card?
The Parent Card will disappear.
Confirm if the client’s email address is entered correctly in the ‘Manage’ section of the child card.
Title
Use this side to give more information about a topic.
Subtitle
00:45
00:45
00:45
Thank you!
Any questions?
Correct Answer
Step 3
- Update Stylesheet and Branding:
- Check if the client has an existing stylesheet. If not, or if it is outdated, create or update an Enhanced stylesheet suitable for Premium clients
- Premium clients are entitled to enhanced branding options including custom fonts, tailored colours, enhanced carousel options, footer customisation with logo and links, and favicon
- Set up new Billing Only Libraries including Compliance Bites, Declarations, Surveys etc. (tbc as Clare is looking into this)
Correct Answer
Step 1
- Internal call with AM to understand why they upgraded
Step 2
- Confirm Premium Status and Contract Details:
- Verify the client's new Premium subscription type (Premium FS or Premium NON-FS) by checking the Order Form and contract details.
- Update portal tags in Fincarta to specify "Premium FS" or "Premium NON-FS" accordingly
- Ensure all client details, including compliance tools and portal tags are updated even if the tools are not adopted yet.
Use the Feature Overview in follow-up calls to show what’s been launched and what they can still use in their subscription.
Check completion rates on the client's dashboard (percentages already provided on the Assignments card)
Low and High Utilisation
Compliance Tags on Fincarta
Feefo
Keep a list of client feature requests so you can follow up
Case Studies
If you think a new feature would be useful for a client, proactively reach out
Update notes page on Fincarta
Correct Answer
Step 4
- Update HubSpot and Workflows:
- Enable the feature overview, and ensure all products cards are visible.
- Complete relevant onboarding Hubspot tasks for Premium clients
- Complete the specific onboarding Hubspot tasks for Standard clients upgrading to Premium
Step 5
- Schedule Introductory Call:
- Arrange a Premium Intro Call involving the AM, and client to discuss portal setup, compliance tools, rollout strategy, and any custom requirements
- How many premium clients do we currently have as of the begining of November?
85
- How many Premium Clients Churned?
- How many Premium Clients Renewed?
31
Link
Correct Answer
Step 6
- Communication to Client:
- Inform the client about their Premium portal features and any changes made
- Provide updated email templates and send the compliance tool adoption forms through Intercom
Step 7
- Update Notes and Documentation:
- Revise the notes page with updated main contacts, admin access, user data provisioning (automatic or manual), and any new compliance tool setups
Premium Client Workshop 2 - Success
Mandy
Created on October 21, 2025
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Transcript
Premium Client Workshop 2 - Success
Mandy Vella Claudia Montoya Matous Nemecek
27th of November 2025
Degree / Master's Title
1. 1ntroduction
How Does This Workshop Apply to CSMs?
With Premium becoming the preferred package, onboarding is just the beginning of the client journey. As a Customer Success Manager, your role is to ensure a smooth and valuable experience beyond onboarding by:
“Customer success is about ensuring your customers achieve their desired outcomes while using your product or service.”
- Lincoln Murphy
2. Introduction
Objectives
By the end of this workshop, you will:
3. Tracking Successs
Driving Success: Premium Stats
Premium clients are actively adopting our compliance tools, let’s take a closer look at the;
+ info
Activity 1 - Find the Mistake
Degree / Master's Title
5. Activity 1
What is the process when a Standard Client upgrades to Premium?
Step 1
- Internal call with AM to understand why they upgraded
Step 2Step 3
Find the Mistake
Find the Mistake
6. Activity 1
What is the process when a Standard Client upgrades to Premium?
Step 4
- Update HubSpot and Workflows:
- Enable the feature overview, and ensure all products cards are visible
- Complete relevant onboarding Hubspot tasks for Premium clients
- Complete the specific onboarding Hubspot tasks for Standard clients upgrading to Premium
Step 5Step 6
- Inform the client about their Premium portal features and any changes made
- Provide updated email templates and send the compliance tool adoption forms through Intercom
Step 7Find the Mistake
Find the Mistake
Activity 2 - Complete the Sentence
Degree / Master's Title
game
Complete the sentence
Scenario 1: A Premium client who provides a clear indication of what they want to start with and how they’d like to set things up.
game
Complete the sentence
Scenario 1: A Premium client who provides a clear indication of what they want to start with and how they’d like to set things up.
Step 5Send follow-up emails and outline the enhanced features again such as; __________________ , __________________ , _________________, ________________ and _________ via email to request resources so the CSM can implement them on their portal.
Step 6Once the compliance tool form/s are returned, the CSM ________________________.
Step 7Set up any follow up _____________ and ______________.
Step 4Send the relevant compliance tool forms through ____________, following the call and update the ____________________ on the Feature Overview.
Step 2Wait for AM to coordinate the call while the CSM edits the ______________________________ .
Step 3________________________ track their goals and success criteria in their portal on the ________________________ .
Step 1If the client is upgrading, review the AM's handover notes on HubSpot. If they are a new client review the ______________ notes on ___________ to see what the client would like to prioritise.
If the client is upgrading, review the AM's handover notes on HubSpot. If they are a new client review the Business Manager (BD) notes on HubSpot to see what the client would like to prioritise.
Send follow-up emails and outline the enhanced features again, such as; Enhanced Stylesheet, Footer Wording, Portal Font, Customised Carousel and Links via email to request resources so the CSM can implement them on their portal.
Once the compliance tool form/s are returned, the CSM can start setting up the tool.
Send the relevant compliance tool forms through HubSpot, following the call and update the Relevant Checklists on the Feature Overview.
Title
Wait for AM to coordinate the call while the CSM edits the Premium Upgrade Presentation
During the initial call, track their goals and success criteria in their portal on the Feature Overview.
Use this side to give more information about a topic.
Set up any follow up Calls and Training Sessions
Subtitle
Activity 3 - Put in Correct Order
Degree / Master's Title
11. Activity 2
1.
2.
3.
4.
5.
6.
Best Practices
Degree / Master's Title
12. Best Practices
Feature Overview
Quarterly Catch-Up Calls
13. Best Practises
Standard to Premium Presentation
Renewal Upgrade Call (not an Intro Call): The AM will be responsible for scheduling the call with the client.
Slide 1 (Title Page): Logo and Date Slide 4: AM handover notes, preferred project dates or goals and integrations specifics Slide 5: Amend if we already know the integration they will use.
Update anything highlighted in yellow
Activity 4 - Hot Potato
Degree / Master's Title
Game Instructions
Degree / Master's Title
15. Activity 4
Emails & Notifications
The responsible person (client or CSM, depending on assignment and if their email is entered).
Support always gets notified when a client updates their own checklist item.
The responsible person doesn’t have an email address entered: what happens?
The client updates their own checklist item: which team also gets notified?
A checklist item is due in 3 days and not complete: who gets an email?
No, reminders only start at 7 days before the due date.
No, reminders stop once the item is marked complete.
The due date is 10 days away: is a reminder sent yet?
The item is complete: are any more reminders sent?
No reminder email is sent
Title
Use this side to give more information about a topic.
Subtitle
00:45
00:45
00:45
00:45
00:45
16. Activity 4
Parent & Child Cards
Click "View Features" on the relevant Parent Card and enable the slider against the Child Card.
All Child Cards under a Parent Card are “Not Started.” What does the Parent Card display?
The Child card is 'Active' with an 'In Progress’ status. What does this mean?
What happens to the Child Card progress bar when a checklist item is updated?
Child Card progress bar updates automatically based on the the number of checklist items updated.
It shows intent to implement that feature, but none of the checklist items have been updated.
A client wants to activate a Parent Card: what’s the first step?
The Parent Card displays as "inactive", showing all Child Cards as “Not Started.”
Title
Use this side to give more information about a topic.
Subtitle
00:45
00:45
00:45
00:45
17. Activity 4
Checklist Management
A CSM creates a new checklist item but forgets to assign responsibility: what’s the risk?
You upload a file to a checklist item. How long will it stay there by default?
No reminder emails will go out, because there’s no responsible person/email assigned.
Unable to access a checklist item. Why?
To access the checklist items, the Child card slider must be enabled.
Retention defaults to 0 (kept indefinitely until manually deleted or retention changed).
Title
Use this side to give more information about a topic.
Subtitle
00:45
00:45
00:45
18. Activity 4
Permissions
A client only has “View Features” role enabled. What can/can’t they do?
If you want a client to edit their own checklist items, what needs to be enabled?
They can see the Feature Overview, but cannot edit, activate sliders, or update checklists.
The client must be granted the “Edit Features” role.
Title
Use this side to give more information about a topic.
Subtitle
00:45
00:45
19. Activity 4
Tricky Situations
Check the dashboard to confirm that the invoice is mapped correctly and set to "Active".If not, raise on 'Ask about Feature Overview' channel
The client claims they didn’t receive reminder emails: what’s the first thing you’d check?
A new feature was purchased but the Parent Card does not show in the Feature Overview. What should you check first?
A feature is retired. What happens to the Parent Card?
The Parent Card will disappear.
Confirm if the client’s email address is entered correctly in the ‘Manage’ section of the child card.
Title
Use this side to give more information about a topic.
Subtitle
00:45
00:45
00:45
Thank you!
Any questions?
Correct Answer
Step 3
Correct Answer
Step 1
- Internal call with AM to understand why they upgraded
Step 2Use the Feature Overview in follow-up calls to show what’s been launched and what they can still use in their subscription.
Check completion rates on the client's dashboard (percentages already provided on the Assignments card)
Low and High Utilisation
Compliance Tags on Fincarta
Feefo
Keep a list of client feature requests so you can follow up
Case Studies
If you think a new feature would be useful for a client, proactively reach out
Update notes page on Fincarta
Correct Answer
Step 4
- Update HubSpot and Workflows:
- Enable the feature overview, and ensure all products cards are visible.
- Complete relevant onboarding Hubspot tasks for Premium clients
- Complete the specific onboarding Hubspot tasks for Standard clients upgrading to Premium
Step 585
31
Link
Correct Answer
Step 6
- Inform the client about their Premium portal features and any changes made
- Provide updated email templates and send the compliance tool adoption forms through Intercom
Step 7