How Silverfort Scales Customer Success Through Partners with Base AI

Silverfort is an identity security company that works with partners all around the world, and many of its customers are managed directly by those partners. Adva Alfasi, Partner Success Manager, manages the partners "who are doing services and implementing customers with Silverfort." Eldad Shamir, Customer Success Manager for the Digital Touch Program, works on Silverfort's scale CS. Together, they gave partners, customers and the Silverfort team one shared place to work.

The Challenge

Silverfort works with three types of partners: resellers, implementation partners, and service partners who sell, deploy and manage the whole customer lifecycle. "Around 50 or 60, depends how you count it, but 26 are doing services," Adva said. Some partners manage up to 30 customers each.

Basically you are not the one managing the customer, so you need to control the customer through the partner.

What the team set out to do:

• Give every partner a complete view of customer health, adoption, usage and upcoming renewals.
• See what partners are doing with their customers, and what stage each customer is at.
• Give customers the same onboarding experience, no matter which partner is leading the deployment.
• Support partners in their own language.

The Solution

Adva already knew the team behind Base AI from its work with Silverfort's sales engineers. She explained what partners needed, and together they built the Partner Hub: one space that connects Silverfort's CRM, Gong, Glean and other tools for each partner.

• Partner Hub: Each partner sees account summaries, ARR, upcoming renewals, usage, support tickets and annual goals, and "they have it every time they need."
• A page for every customer: Partners see licenses purchased against licenses in use, so they can spot where a customer needs support and where there is room to expand.
• Two-way data: "A partner can edit the customer health score and then we can see it and it's reflected in our systems," Adva said.
• Onboarding workflow: Each new customer automatically gets a workflow with stages for kick-off, architecture, deployment, training, adoption and hand-off, with "everything they need in one place."
• Shared with the customer: Partners share a link to the hub, so the partner and the customer can follow onboarding together.
• Built with AI Studio: When a partner moves a customer to customer success, they fill in a box, and "it will send a notification to the customer success when it's done." Studio "made it really nice with Silverfort colors and branding."
• One workflow, every language: "We just created all the workflow and translated it together with the Base tool for the Japanese partners," Adva said. It now runs in French and German too, and "every partner who wants it in his language, we can just do it for him very easily."

We created just one flow that everyone should track, both the partners and the customer success managers from the digital touch.

The Results

They said they don't think they have it with another brand or vendor. Like, we are the only ones that are giving something like that.

Adva heard that from partners at a conference in Germany. Eldad sees the same value from the customer success side. "The Base was a game changer for us," he said. "We didn't have anything like this before."

Partner conversations have changed too. "The day-to-day calls with them wasn't just like health checks, it was more proactive," Adva said. "We could actually tell them what to do and how once they had all the data with their customers." She also follows progress as it happens: "I'm getting notifications when my partners are logging in the platform and they're moving on with the steps in the Base workflow."

Partners see the difference. "It gave them the feeling that they are part of something," Adva said, "and they feel they're in the same universe." Silverfort sees it in the business as well. "We had great results with expansions, with better adoption with the customers," she said. "We started to see more and more upsells opportunities once they had this information."

What's Next

Silverfort is now focused on adoption, helping partners get more from the product and from customer success.

• Adoption: The next tools focus on helping customers adopt the product better after they go live.
• Academy and courses: New learning content helps partners grow their own customer success skills.
• More languages: The workflow can follow each new partner into their own language.
• AI: The team plans to connect customer insights, partner workflows and AI to make partner success more proactive and scalable.

Technology can give us and enable us the scale, but partners are the ones who drive it to success eventually.