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Mooven: Driving Customer Success for Cities to Thrive

Our plan to achieve 40% more outcomes for infrastructure delivery by 2035.

Enabling teams to continuously tailor construction activity to the surrounding community, using data-driven context.

Step 1: Seamless Sales Handover Process

The critical bridge from securing a new customer to ensuring their long-term success. This empowers infrastructure teams to optimize project delivery, directly supporting our mission to **"Achieve 40% more outcomes for infrastructure delivery by 2035."**

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    Comprehensive Information Transfer: Detailed brief from Sales to CS on pain points, goals, and commitments.
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    Warm Introduction: Direct AE to CSM introduction to build immediate trust and continuity.
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    Defined Process & Tools: Clear steps, responsibilities, and CRM utilization for consistency and efficiency.
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    Shared Understanding of Success: Alignment on customer success metrics to increase project value.

Smooth transition, strong foundation.

*This process is vital for reaching our NZD 5M ARR target and achieving market saturation in ANZ, fostering our "Better Together" value.*

Step 2: Customer Training & Onboarding

Efficiently enabling customers to utilize Mooven's platform to its full potential, driving user adoption and ensuring measurable value. This directly contributes to **"Increase Project Value Running Through Mooven"** and our target of **"$150m in infrastructure delivery value with 500 users by FY26."**

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    Tailored Onboarding Paths: Low-touch for basic cases (self-service), high-touch for enterprise (dedicated CSM-led, customized plans).
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    Empowering Content & Resources: Comprehensive video tutorials, step-by-step guides addressing infrastructure challenges.
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    Continuous Feedback & Iteration: Refining processes and content based on customer input to ensure effective enablement.

Empowering users for maximum value.

Step 3a: Success Planning - Identify Priorities & Mutual Plans

Proactively guiding customers towards achieving their desired outcomes, fostering long-term partnerships, and embodying our values of **"Always Hungry," "Lean into the unknown,"** and **"Own our space."**

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    Define Measurable Success: Work with customers to establish clear, measurable metrics (e.g., reduction in delays, improved engagement, cost savings).
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    Create Mutual Success Plans: Document goals, milestones, and responsibilities for both Mooven and the customer, ensuring shared understanding.
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    Proactive Engagement & Health Scoring: Implement health scoring and regular business reviews (QBRs) to identify and support at-risk customers.

Shared vision, shared success.

Step 3b: Success Planning - Growth Opportunities

CSMs are uniquely positioned to understand evolving customer needs and identify opportunities for Mooven's growth, directly supporting our **"Efficient Project Monitoring Sales"** goal and the FY27 focus on strengthening cross-sell and expansion.

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    Identify Expansion Needs: Proactively find opportunities for customers to expand platform usage (e.g., additional modules, increased user licenses).
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    Explore New Offerings: Introduce new Mooven solutions or services that align with customer needs and emerging challenges.
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    Collaborate with Sales: Ensure a smooth transition back to sales for expansion discussions, maximizing revenue potential.

Growth through deep customer understanding.

Step 4: Cross-Team Collaboration (Internal)

Fostering a **"Better Together"** culture, ensuring seamless internal communication and shared insights to continuously improve our product and customer experience.

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    Product (Gavin Cammell): Regular feedback on customer needs, feature requests, and usability to inform R&D (e.g., cost, plant management).
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    Sales (Blake Hill, Sam Harrowfield): Continuous communication on customer health, upsell opportunities, and market insights.
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    Data Science (Rob Anderson): Leverage usage data to improve health scoring and provide data-driven customer insights.
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    Leadership (Micah Gabriels, David Watson): Regular reports on customer health to inform strategic decisions and maintain focus.

Unified effort for customer value.

Step 5: Measuring Customer Success

Tracking our impact to ensure we are achieving our strategic objectives and delivering tangible value to customers.

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    Customer Retention Rate: Primary indicator of overall customer success.
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    Net Revenue Retention (NRR): Measures revenue growth from existing customers, supporting our **"$2.1m in new revenue"** target.
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    User Adoption & Time to Value (TTV): Tracking active users (target **500 users by FY26**) and speed to benefit realization.
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    Customer Satisfaction (CSAT) & NPS: Gauging sentiment and loyalty for continuous improvement.

Data-driven insights for continuous growth.

Beyond the Core: Holistic Customer Success

To ensure an end-to-end exceptional customer experience, a comprehensive CS plan should also consider:

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    Customer Segmentation Strategy: Tailoring CS efforts based on customer value, needs, and potential (SMB vs. Enterprise).
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    Voice of Customer (VoC) Program: Systematically collecting and acting on customer feedback (surveys, interviews, product feedback).
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    CS Technology Stack: Tools for CRM, CS Platform, analytics, and communication to scale operations.
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    CS Team Structure & Hiring: Defining roles, career paths, and hiring profiles for effective CS delivery.
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    Risk Management & Churn Prevention: Proactive strategies to identify and mitigate churn risks early.

A comprehensive view for sustained success.

By implementing these strategies, Mooven will deliver continuous value, achieve its mission, and create space for cities to thrive.