Recording: Proactive Pooled CSMs (CS Ops Meetup Presentation)

  • 1 March 2022
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  • Gainsight Employee: ACE
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In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in February 2022 about churn analysis. Brian LaFaille of Google kicked us off with a presentation and Q&A session.

🎞️ Here’s the recording! And here is the slide deck. Brian mentioned additional slides about how to actually execute the transition to a pooled CS model, which you can see here.

Plus, participants shared some of their takeaways from their breakout room conversations:

  • Working with customer data, and having reliable data, getting it right is often difficult
  • We discussed leveraging a ticketing system (similar to support) to help with client experience in a pooled CSM model.
  • Where some have the intention of getting off the phone and solving issues as quickly as possible, others are using the time on the phone for land and expand opportunities.
  • A question to guide your efforts: is this scalable?
  • Internal alignment
  • Having a support team and resources to help give the customer valuable resources
  • Defining the accelerators
  • For measuring success when you don’t have a named CSM: sending surveys
  • Modeling what leads to retention/growth, vs chasing churn after the fact
  • Everyone likes cocktails by the pool!

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This was a great session! Thanks for hosting such valuable content @seth !!