Podcast · 54 min

Customer Success Programs at Iterable & AutogenAI with Eloise Salisbury

Eloise Salisbury · Grow & Tell Free Advanced

A chief customer officer describing how she structured customer success teams at two different companies and stages, including what she split out and when. That is exactly the decision once one CSM is no longer enough.

The question it answers

  1. How do I structure a customer success team once one person is not enough?

Read with it

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  2. Direct answers to the timing question: first CS hire in your first 5 to 10 employees, full time once you have two big... SaaStr Article · 6 min read Dear SaaStr: How Should Founders Build Their First Customer Success Team? Jason Lemkin
  3. Lays out the three real ways to organise a CS team (by segment, by lifecycle stage, by engagement model) and what each one... Gainsight Article · 16 min read Customer Success Team Structure: The Ultimate Guide Gainsight
  4. How to cover a long tail without a named CSM per account, with two working models (strategic plus pooled, and centres of... Gainsight Article · 8 min read Pooled Customer Success Management: The Water's Fine Abigail Spear
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