The Ultimate Guide to Scaling Customer Success for Maximum Results

CSM Practice - The Customer Success Podcast

Join Irit Eizips in an insightful conversation with Christine Boermeester, Senior Director of Customer Success at Deltek. This episode delves into innovative strategies for scaling Customer Success operations, highlighted by Deltek's journey in structuring their CS team and implementing specialized roles.
🔍 Key Takeaways:
- Insights into building specialized roles within customer success to enhance efficiency and focus.
- Strategies for structuring CS teams to support growth without sacrificing customer relationships.
- Exploration of the impact of automation and role specialization on customer success operations.
Christine, a finalist at the 2023 USCS Excellence Awards, shares her experience from transitioning a large team of customer success managers into a more segmented and effective structure. She discusses the creation of a renewal processing team that has significantly reduced the administrative burden on CSMs, allowing them to focus more on customer relationships and strategic engagements.
Join our Mastermind Pilot Program to gain full access to all interviews and resources: https://members.csmpractice.com/c/join-the-mastermind-pilot/
Tune in to learn how Deltek has successfully scaled their CS operations while maintaining high customer loyalty and retention.
🎥 Watch the episode here: https://www.youtube.com/watch?v=EVhoZ-hwOGM
#CustomerSuccess #Leadership #CSMPracticePodcast #ScalingCS #SpecializedRoles #CustomerEngagement #IritEizips #ChristineBoermeester #Podcast #BusinessStrategy
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Additional Resources:
📑 Read: The Secret to Scale in Customer Success
📑 Read: The Beginner’s Guide to Customer Success
🎥Watch: Scaling Customer Success - Critical Mistakes to Avoid for Business Growth

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Kapitler

1. Intro (00:00:00)

2. Support to CS (00:01:55)

3. Renewal Processing Team (00:03:55)

4. Impact on Business (00:08:56)

5. Recommended Steps (00:10:16)

6. Team Managers (00:14:55)

7. Specialization Benefits (00:20:50)

8. Fears/Concerns (00:22:40)

9. Tech Stacks (00:23:25)

10. Renewal Forecasting (00:27:27)