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.
They cover what high touch customer success actually means, how to partner with customers cross functionally and be multithreaded, and tips and learnings for succeeding as a high touch CSM.
Gurprem is a customer success operations leader with over 10 years of experience in enterprise SaaS, spanning both frontline CS and systems strategy. At Planhat, where he has spent the past five years, he leads global CS operations—owning internal processes, tooling, and data flows to drive efficiency and revenue alignment. He previously served as a Customer Success Manager, a role for which he earnt the CSM of the Year award in 2023. Before Planhat, Gurprem spent over three years at Box, where he advanced through analyst and manager roles focused on expansion, customer ROI, and operational scale.
Anni Richt
Delivery Lead & Product Manager
Klarna
Annelie is a product and growth leader with over 15 years of experience spanning delivery, business development, and account management. At Klarna, she serves as Delivery Lead & Product Manager, driving the strategy and execution of payment products across the Nordics. She previously led partnerships as a Business Development Manager at Klarna and held senior commercial roles at Schibsted, TV.nu, and CustomADs. With a proven track record of leading cross-functional teams and scaling complex initiatives, Annelie brings a sharp commercial instinct and operational depth to every product she steers.
Jay Catt
Senior Customer Success Account Manager
Microsoft
Jay is a seasoned customer success account manager at Microsoft with 9 years of experience, including 4 years focused on customer success. After joining as a graduate and initially supporting Premier Support clients, he transitioned into CSM roles across industries such as retail, manufacturing, media, and professional services. Today, as a Senior Customer Success Account Manager, he partners with a select portfolio of strategic customers, driving adoption, IT optimization, and long-term value. Jay is known for his ability to evolve relationships from broad coverage to deep, integrated partnerships that unlock lasting impact.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
