Managing a large number of customers is a daunting and difficult task for Customer Success Managers (CSMs).
Indeed, managing many customers is challenging because often it relies on a reactive and email heavy approach. Yet, it is possible to turn this into a proactive force that is able to engage with a large number of customers. One particular area that promises assistance is tech touch. And with increasing challenges in the economy, tactics such as these can be rolled into existing programs to help provide engagement with your customer base. Charles Helms, Scale Customer Success Manager at Pendo, and Mia Rashkova, Customer Success Operation Manager at Reward Gateway will share their experiences and best practices on how to manage a large number of customers at the same time. Plus, delve into how tech touch is enabling CSMs to grow their capacity – not their stress levels.
They cover: what exactly is tech touch and what are the benefits within customer success? what are the key areas where tech touch works? and how can tech touch help CS teams to scale?
Gurprem Sagoo
Planhat
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.
Charles Helms
Pendo.io
Charles is a Customer Success Engineer at Pendo, where he helps enterprise clients unlock product value through technical support and enablement. With over 10 years of experience spanning implementation, consulting, and customer success, he brings a deep understanding of software adoption in both B2B and healthcare environments. Prior to Pendo, Charles held customer-facing roles at ChannelAdvisor, Phreesia, and Dude Solutions, leading onboarding and workflow optimization for complex client needs. His background combines technical fluency with a people-first mindset, making him a trusted partner for long-term success.
Mia Rashkova
Reward Gateway
Maria is a customer success and operations leader with nearly 10 years of experience driving adoption, automation, and scale across post-sales functions. At Reward Gateway, she leads Customer Success Operations for the SMB segment, where she helped build and scale a self-service subscription model across the UK and Australia. Her background spans relationship management, process improvement, and frontline support, with a consistent focus on consultative service and operational efficiency. Maria is passionate about building systems that enhance both customer and team outcomes.
