Customer Success Scalability Model
Hi, all! I'm a new member and stumbled upon this community while searching for solutions/best practices on scaling our Customer Success function. We are currently on a hiring freeze and, as sales continues to close deals, our need for a scalable success model is expedited. We have implemented process/engagement-related solutions like office hours and lunch and learns to drive our new one-to-many model. However, I would love to hear from others on lessons learned or successes found in scaling CS. My CSMs are currently focused on renewals, business reviews, and act as the main point of contact for their customers. We'd love scalable ways to identify risk, proactively address customer sentiment, scale communications, etc. Members of my team generally have anywhere from 30-50 accounts. Would love your thoughts!