How to do high touch customer success (Part 1)
How to do high touch customer success (Part 1)
How to do high touch customer success (Part 1)
How to do high touch customer success (Part 1)
Having fewer customers might sound like you have more time to spend compared to having a higher number of customers. But is that really true? And how does a high-touch CSM become a trusted business partner? In this CSM corner, Anni Richt, Business Development Manager at Klarna and Jay Catt, Customer Success Account Manager at Microsoft will share their experiences and best practices on how to ensure a solid high touch strategy for your customers.
Having fewer customers might sound like you have more time to spend compared to having a higher number of customers. But is that really true? And how does a high-touch CSM become a trusted business partner? In this CSM corner, Anni Richt, Business Development Manager at Klarna and Jay Catt, Customer Success Account Manager at Microsoft will share their experiences and best practices on how to ensure a solid high touch strategy for your customers.
What high touch customer success actually means, how to partner with customers cross functionally and be multithreaded, tips and learnings for succeeding as a high touch CSM.
Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.
Anni Richt
Anni Richt
Business Development Manager,
Anni Richt is a Business Development Manager at Klarna. Starting her career at the international media group Schibsted 15 years ago, Anni has gone from cold calling about ads in newspapers, to being responsible for Klarna's partnership with one of the world's largest retailers. She believes in knowing your customer like the back of your hand, always finding the solutions that benefit both partners, and in always working towards clear joint goals.
Jay Catt
Jay Catt
CS Account Manager,
Microsoft
Jay Catt is a CS Account Manager working at Microsoft with 4 years experience after he joined as a graduate. For the first year performing the precursor role to CSM, whilst in the last 3 years working as a CSM in varying industries such as retail, manufacturing, media and professional services. Managing a range of 20+ to 4 customers, the focus shift has been evident toward more depth for deeper, progressive and integrated relationships.
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
