Hyper Growth Strategies: Supercharging Customer Success Teams

CSM Practice - The Customer Success Podcast

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Join Irit Eizips in this enlightening episode of the CSM Practice Podcast as she delves into effective customer success methodologies with Elliot Ghnassia, Chief Customer Officer at Sociabble. Discover the secrets behind successful team expansion, upsell strategies, and churn reduction in a fast-paced corporate environment.
Key Highlights:
- Learn about Sociabble's impressive growth from 5 to 30 team members in just two years.
- Elliot discusses the operational challenges encountered during scaling and how the team overcame them to maintain service quality.
- Discover the innovative strategies implemented to improve team efficiency and customer relationships.
This episode is a must-watch for professionals aiming to enhance their customer success strategies and team dynamics.
ABOUT OUR GUEST
Elliot Ghnassia, with 13 years of experience in customer relations, currently serves as the Chief Customer Officer at Sociabble, a French BtoB SaaS company enhancing global workforce engagement. His diverse career began in sales and project management after an engineering degree, spanning industries from mechanical to oil & gas and nuclear before discovering a passion for SaaS and customer success seven years ago. This transition marked a significant pivot in his career, deeply entrenching him in the tech industry's customer success sector.
🔗 You may connect with Elliot via LinkedIn: click here.
Watch the full video here: click here.
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Additional Resources:
🎥 Watch: Scaling customer success: Critical mistakes to avoid for business growth!
https://youtu.be/_g2zydOu1fk
⏬ Download: 10 Traits of High Performing CS Teams
https://www.csmpractice.com/customer-success-team-performance-infographic
⏬ Download: Tips for Building a Winning Customer Success Team
https://www.csmpractice.com/customer-success-team-infographic/
CS&BS Podcast - https://www.kristifaltorusso.com/csbs-customer-success-podcast
The Jasons Take On… Podcast - https://thejasonstakeon.com/

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Chapters

1. Intro (00:00:00)

2. From 5 CSM to 30! (00:03:30)

3. Challenges with a Small CS Team (00:06:03)

4. Increasing Bandwidth and Decreasing Churn (00:08:21)

5. Knowledge Sharing (00:10:34)

6. Segmenting Customers for Scale (00:13:52)

7. Increased Bandwidth (00:19:58)

8. Trust, Feedback, and the Right People (00:21:36)