Strategic Insights into the CSM Pooled Model

CSM Practice - The Customer Success Podcast

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How can implementing a CSM pooled model enhance scalability and efficiency in customer success operations? For leaders looking to optimize team resources and improve customer engagement, Jeff Kinne will help you understand this strategy is crucial.
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𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Discover how a CSM pooled model can drastically improve scalability and operational efficiency in customer success management.
- Learn from real-world applications as Jeff Kinne shares transformative strategies used at Celigo to optimize team performance.
- Explore how segmenting customer success responsibilities among teams enhances both high-touch and tech-touch client engagements.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Jeff Kinne, Head of Customer Success and CX Operations at Celigo, unveils strategic insights in steering cross-functional teams to deliver high-quality client solutions, from planning through execution. He excels in devising strategic solutions that align with business and technical roadmaps, enhancing profitability and reducing operational costs, while also boosting customer satisfaction through refined account management and relationship-building strategies.
🔗 You may connect with Jeff via LinkedIn: https://www.linkedin.com/in/jeff-kinne-customer-success/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: How to Deliver WOW Customer Experience at Scale via Non-CSM Managed Model
🎥 Watch: What is a Dynamic Account Segmentation Model
⏬ Download: How to Level Up Your CS Strategy

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Chapters

1. Intro (00:00:00)

2. Company Overview (00:03:31)

3. Client Base (00:04:34)

4. CSM Challenges (00:06:21)

5. Strategic Changes Made (00:08:12)

6. Impact of the Pooled Model (00:14:03)

7. Evaluating Success Through Online Reviews (00:15:08)

8. Developing and Managing the Pooled Model (00:17:17)

9. Ideal Tech Stack (00:19:49)

10. Importance of Milestones (00:24:16)

11. Customer Segmentation Strategy (00:26:33)

12. Hiring The Right People (00:28:38)

13. KPIs and Performance Metrics (00:32:07)

14. Do Spiffs Work for Pooled Models? (00:32:58)