Pooled Customer Success Management: The Water’s Fine
MARCH 7, 2023
Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers. There’s just one problem: This approach now needs to scale. To build a durable business in this market, organizations simply can’t increase CSM headcount to keep pace with business growth.