Strategic Insights into the CSM Pooled Model

CSM Practice - The Customer Success Podcast

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.
Click here to watch the video on YouTube!
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

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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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Chapter

1. Intro (00:00:00)

2. Company Overview (00:01:57)

3. Client Base (00:03:00)

4. CSM Challenges (00:04:47)

5. Strategic Changes Made (00:06:38)

6. Impact of the Pooled Model (00:11:52)

7. Evaluating Success Through Online Reviews (00:12:57)

8. Developing and Managing the Pooled Model (00:15:06)

9. Ideal Tech Stack (00:17:38)

10. Importance of Milestones (00:22:05)

11. Customer Segmentation Strategy (00:24:22)

12. Hiring The Right People (00:26:27)

13. KPIs and Performance Metrics (00:29:56)

14. Do Spiffs Work for Pooled Models? (00:30:47)