Zontally is built on a simple belief: strategy-to-execution platforms only matter if they materially change how organisations perform.
For that reason, customer success is not a function at Zontally — it is a core discipline that shapes how we build, sell, and evolve the company. Our success is inseparable from our customers’ ability to execute strategy with greater clarity, confidence, and consistency.
Enterprise leaders do not invest in Zontally to “try a tool.” They invest to solve a real execution problem — and they expect measurable progress.
Our approach to customer success reflects that expectation.
Customer success at Zontally starts long before implementation.
Because our buyers are senior leaders accountable for outcomes, we begin every engagement by aligning on what success actually means in their context. This includes:
This ensures that Zontally is positioned not as a generic platform, but as a strategic execution system aligned to real leadership intent.
Initial onboarding is designed to move beyond configuration and into operational value as quickly as possible.
Rather than overwhelming customers with features, we focus on:
Early success is defined by clarity — not completeness. The goal is for leaders to see, often for the first time, a coherent view of how strategy is actually being executed across the organisation.
Zontally’s customer relationships are intentionally high-touch and consultative, reflecting the seniority of the buyer and the criticality of the problem being solved.
Customer success is delivered through a combination of:
This relationship is not about driving usage for its own sake. It is about ensuring that Zontally becomes a trusted system of record for execution — and a reliable input into leadership decision-making.
Customer health at Zontally is measured through outcome-oriented indicators, not vanity metrics.
These include:
Platform analytics are used not just to monitor adoption, but to anticipate where customers may struggle to realise value, allowing us to intervene proactively with support, guidance, or adjustment.
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Customer success also plays a central role in how Zontally evolves.
Because execution challenges are deeply contextual, we actively partner with customers to learn from their experience — feeding insight back into product development, platform intelligence, and best-practice guidance.
Over time, this creates a virtuous cycle:
Ultimately, Zontally’s goal is to become more than a vendor.
We aim to be:
Customer success, for us, means this: when our customers talk about execution with confidence, we know we’ve done our job.
This is part of the series on our Open Business Model