Automating Customer Success Processes
Implemented Catalyst as the customer success platform and integrated it with Salesforce, Snowflake, and product data. Enabled CSMs to automate health scoring, workflows, and reporting.
“NBSE Consulting has been instrumental in helping us build out our Customer Success Management (CSM) operations at Altium, including the setup of Catalyst. Their collaborative approach and deep understanding of our needs have made them a trusted partner. Whether the task is simple or highly complex, the team consistently delivers results. Their insights and hands-on assistance have significantly enhanced our processes, ensuring we deliver the best possible service to our clients.”
Mandy Fisher
Director of Customer Success, Altium
Challenge
Altium's customer success team was operating with disconnected tools and manual processes, making it difficult to proactively manage customer health, track engagement, and deliver consistent service experiences across their growing customer base.
Tools & Systems
Solution
Unified Customer Success Platform
Implemented Catalyst as the central hub for customer success operations, integrating all customer touchpoints and health metrics in one platform.
Automated Data Integration
Built automated data pipelines connecting Snowflake, Salesforce, and product usage data to provide real-time customer health insights.
Workflow Automation & Playbooks
Created automated workflows and standardized playbooks for onboarding, renewal management, and risk mitigation to ensure consistent customer experiences.
Key Results
Unified customer success platform with 360-degree customer view
Automated workflows reducing manual tasks
Proactive customer health monitoring and risk identification
Standardized processes ensuring consistent customer experiences