HackerRank is a technology hiring platform that helps companies hire skilled developers and innovate faster. They enable tech recruiters and hiring managers to objectively evaluate talent at every stage of the recruiting process.
Increased Account Coverage
by 4x
1:1 Customer Training
Eliminated
Standardized Training Across
3,000+ Customers
HackerRank’s product is powerful but requires training before customers can unlock its full potential. Historically, HackerRank's customer success managers (CSMs) spent hundreds of hours manually training customers, including every new user to the platform.
In some instances, CSMs were responsible for up to 500 accounts, leaving little time for strategic initiatives and relationship building. Its support team was also flooded with tickets from customers who were unaware of existing resources that could answer their questions.
The customer success (CS) team’s 1:1 training sessions worked but drained resources and prevented CSMs from devoting time to revenue- and retention-generating functions, like success planning, QBRs, and strategic conversations.
HackerRank also needed help tracking training engagement and impact, which isn't possible with traditional formats.
HackerRank needed a way to manage a scaling customer base without increasing headcount. This was when they turned to Northpass and ChurnZero.
HackerRank partnered with Northpass to launch HackerRank Academy to accelerate onboarding and offload manual training responsibilities from CSMs.
HackerRank worked with Northpass’ implementation and solutions engineering team to customize the learner experience and configure Northpass to automate manual tasks that were once the responsibility of CSMs.
HackerRank then activated the Northpass-ChurnZero integration, allowing CSMs to use learning activity as a sign of customer health. CSMs could also use the learning data to automate outreach based on course progress and involve customers in their success with dashboards and reporting.
Once the executive team understood the strain on CSMs to get new customers up to speed, getting leadership buy-in was simple. Manual onboarding was time-consuming and impossible to scale, preventing CSMs from focusing on strategic initiatives that increase customer lifetime value (CLTV).
HackerRank's Goals:
Scale its CS operation by offloading CSM responsibilities so that they can focus on more strategic initiatives.
Standardize training to ensure all customers receive the same onboarding experience.
Find the right learning management system (LMS)
When looking for an LMS, HackerRank prioritized a clean design to ensure it could create a seamless learning experience across brand touchpoints, including its product and websites.
Tracking was also important for its CS operations team so they could understand the content’s impact and how the program influenced customer health scores.
Northpass Features and Capabilities:
ChurnZero Integration
Automation
Reporting and Analytics
HackerRank launched a minimum viable “academy” (MVA) with two courses.
While HackerRank Academy started small, it proved valuable immediately by removing the need for CSM-led training and freeing up those team members to focus on retention and expansion.
The time-saving and efficiency gains also allowed CSMs to do more with less. As a result, HackerRank didn’t need to hire CSMs and implementation managers to keep up with its growing customer base.
HackerRank uses ChurnZero to measure customer health in real time and wanted to incorporate learning data—via Northpass—into dashboards, workflows, and reporting.
The team used learning activities such as course enrollment, quiz scores, and learning path progress as a signal of customer health, which helped increase product adoption and reduce churn.
Once the HackerRank Academy was live, the team needed to communicate the launch and encourage customers to log in. This initially came via in-app messages that included links to the academy.
HackerRank continues to seek new ways to engage its customers, including ChurnZero’s in-app messages, which will allow it to suggest training based on previous courses and product usage, as well as congratulatory messages for course completion.
Since launching the HackerRank Academy, the CS operations team has added more onboarding courses and learning paths to provide additional value.
Now that HackerRank has proven the academy’s value, the focus has turned to providing value throughout the customer lifecycle, starting with training existing customers on product launches.
Once these courses are built, HackerRank plans to integrate Northpass’s data into its customer health program in ChurnZero to improve forecasting and predict potential churn.
Since launching the HackerRank Academy with Northpass and integrating the data into ChurnZero, the team has realized several benefits:
