Rebuy, a leading commerce AI platform, has revolutionized its post-sales strategy using a structured and automated approach to customer success.
And, with the support of LeanData, Rebuy has dramatically improved customer retention, operational efficiency, and revenue growth.
Recently, LeanData interviewed Nicole Looker, Rebuy’s Director of Revenue Operations, to understand the playbook fueling their extraordinary success. So here’s how Rebuy uses LeanData to power four key post-sales use cases:
1. Fast-Track Implementation with a Dedicated Launch Team
When a customer purchases an implementation package, Rebuy ensures a smooth onboarding experience by assigning them to a Launch Manager.
Previously, this was a manual process, requiring sales reps to track availability and assign managers through spreadsheets.
Now, Rebuy has streamlined the process with automated assignment and launch meeting scheduling through LeanData.
New customers receive a simple form that gathers their business needs and goals. Once submitted, an automated process, powered by LeanData, assigns the right Launch Manager and schedules the onboarding call.
Behind the scenes in a matter of seconds, LeanData is:
- Matching customers to existing accounts
- Checking for parent records with existing Launch Managers
- Reviewing the type of Launch Package purchased
- Considering the type of meeting needed
- Assigning the new customer to the appropriate team
The result? A 98% retention rate among customers working with a Launch Manager.
LeanData orchestration ensures faster onboarding, reduces manual work for sales and implementation teams, and provides customers with a white-glove experience from day one.
2. Activation Managers for SMB Customers
Not all businesses require a paid implementation service, but they still need guidance.
For small and medium-sized businesses (SMBs), Rebuy created the Activation Manager role. This service is a free, short-term engagement designed to help these customers quickly integrate and use Rebuy’s solutions.
The process is seamless. Customers who need help can book a session using BookIt Links, which automatically pulls up available times from a pool of Activation Managers. The customer simply selects a time that works for them, eliminating the need for back-and-forth emails.
Since launching this initiative, Rebuy has booked over 1,600 meetings in just 14 months. Plus, this led to a 98.9% retention rate for merchants tied to Activation Managers.
Before implementing this system, there was little visibility into how many customers were engaging in these calls or what impact they had. Now, the team can confidently measure success and make data-driven decisions.
3. Strategic Customer Success Manager Assignments
For merchants on annual agreements, Rebuy provides a dedicated Merchant Success Manager (MSM). This ensures customers have a go-to resource for ongoing support, troubleshooting, and strategic recommendations.
Assigning MSMs used to be a simple round-robin distribution process, but as Rebuy grew, they needed a more strategic approach.
With LeanData, they developed a system that assigns MSMs based on factors such as order volume, revenue generated, and geographic location. If a merchant qualifies for an MSM based on growth or an internal request from the sales team, LeanData automatically routes them to the right representative.
Success Managers also have the flexibility to create and manage their own scheduling links, reducing administrative burden. Nicole Looker spends less than 30 minutes a week managing LeanData, unless a major change or new build is required.
Plus, the ability to automate and track assignments ensures that no high-value customer slips through the cracks.
4. Seamless Sales Expansion & Cross-Sell Opportunities
Rebuy’s Merchant Success team isn’t just about support, it’s also a key driver of expansion revenue.
When a success manager identifies a customer who may be ready to upgrade to an annual contract or purchase additional services, they can quickly loop in the sales team.
Instead of manually reaching out to sales or searching for the right contact, Merchant Success simply checks a box in Salesforce. This action triggers a LeanData flow that assigns an Account Executive (AE) based on predefined criteria such as order volume and account size.
If an AE has already worked with the customer, the system re-engages them automatically. Notifications are sent via Slack, ensuring smooth communication between teams.
This approach has eliminated unnecessary steps, increased efficiency, and ensured that expansion opportunities are acted upon quickly. Instead of sales and success teams working in silos, they now collaborate seamlessly to drive growth.
The Impact: Time Savings and Improved Efficiency
Since implementing these automation-driven processes, Rebuy’s teams have saved a total of 656 hours in just 14 months, an average of 41 hours per month. That’s nearly a full week of work saved each month. Plus, this allows teams to focus on more strategic initiatives rather than administrative tasks.
Additionally, with automated scheduling and tracking, leadership now has clear visibility into customer interactions and engagement. LeanData’s platform enables better decision-making and continuous process improvement.
Key Takeaways for B2B Businesses
Rebuy’s success offers valuable lessons for other B2B businesses looking to improve post-sales engagement and retention:
- Automate Scheduling and Assignments: Use intelligent scheduling tools to eliminate manual effort and ensure the right people are matched with the right customers.
- Segment Customers for Targeted Support: Different customers have different needs. So whether it’s a white-glove launch, a quick activation call, or an ongoing success manager, tailor your approach accordingly.
- Empower Teams to Manage Their Own Meetings: Giving Customer Success Managers the ability to create and manage their own booking links reduces administrative work and enhances efficiency.
- Leverage Data for Expansion Opportunities: Automating the handoff between Customer Success and Sales ensures no expansion opportunity is missed and helps teams collaborate more effectively.
By infusing LeanData scheduling and orchestration into key post-sales use cases, Rebuy has built a scalable model that enhances retention, improves efficiency, and drives revenue growth.
For businesses looking to streamline their post-sales processes, this strategy delivers a strong playbook for success.
Kim Peterson
Kim Peterson is the Manager of Content Strategy at LeanData where she digs deep into all aspects of the revenue process and shares her findings across multiple content channels. Kim's writing experiences span tech companies, stunt blogging, education, and the real estate industry. Connect with Kim on LinkedIn.
