30 minutes

Managing a large number of customers

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.

Watch the session to learn:

  • what exactly is tech touch and what are the benefits within customer success?

  • what are the key areas where tech touch works?

  • how can tech touch help CS teams to scale?

Watch the recording

By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.

About the speakers

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

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.

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

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.

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

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.

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

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.

Charles Helms

CSM, Pendo.io

Charles Helms comes from a background in implementation and environmental education, and has been a member of the Scale Customer Success Team at Pendo for the last year and a half. He’s excited to share his knowledge about working at scale, the lessons he’s learned, and the big wins. Charles is based in North Carolina, and, if you’re lucky, you can count on his dog, Harrelson, making a background appearance during meetings.

Charles Helms

CSM, Pendo.io

Charles Helms comes from a background in implementation and environmental education, and has been a member of the Scale Customer Success Team at Pendo for the last year and a half. He’s excited to share his knowledge about working at scale, the lessons he’s learned, and the big wins. Charles is based in North Carolina, and, if you’re lucky, you can count on his dog, Harrelson, making a background appearance during meetings.

Charles Helms

CSM, Pendo.io

Charles Helms comes from a background in implementation and environmental education, and has been a member of the Scale Customer Success Team at Pendo for the last year and a half. He’s excited to share his knowledge about working at scale, the lessons he’s learned, and the big wins. Charles is based in North Carolina, and, if you’re lucky, you can count on his dog, Harrelson, making a background appearance during meetings.

Charles Helms

CSM, Pendo.io

Charles Helms comes from a background in implementation and environmental education, and has been a member of the Scale Customer Success Team at Pendo for the last year and a half. He’s excited to share his knowledge about working at scale, the lessons he’s learned, and the big wins. Charles is based in North Carolina, and, if you’re lucky, you can count on his dog, Harrelson, making a background appearance during meetings.

Mia Rashkova

CS Operations Manager, Reward Gateway

Mia Rashkova is a Client Success Operations Manager with 7 years' experience working with customers. In her current role, she helped to scale the Client Success operations for the team focused on SMEs and start-ups. Mia has been at the forefront of ensuring customer happiness through great service and customer onboarding. In her spare time, she's really passionate about interior design and currently going through (another) redo of her home.

Mia Rashkova

CS Operations Manager, Reward Gateway

Mia Rashkova is a Client Success Operations Manager with 7 years' experience working with customers. In her current role, she helped to scale the Client Success operations for the team focused on SMEs and start-ups. Mia has been at the forefront of ensuring customer happiness through great service and customer onboarding. In her spare time, she's really passionate about interior design and currently going through (another) redo of her home.

Mia Rashkova

CS Operations Manager, Reward Gateway

Mia Rashkova is a Client Success Operations Manager with 7 years' experience working with customers. In her current role, she helped to scale the Client Success operations for the team focused on SMEs and start-ups. Mia has been at the forefront of ensuring customer happiness through great service and customer onboarding. In her spare time, she's really passionate about interior design and currently going through (another) redo of her home.

Mia Rashkova

CS Operations Manager, Reward Gateway

Mia Rashkova is a Client Success Operations Manager with 7 years' experience working with customers. In her current role, she helped to scale the Client Success operations for the team focused on SMEs and start-ups. Mia has been at the forefront of ensuring customer happiness through great service and customer onboarding. In her spare time, she's really passionate about interior design and currently going through (another) redo of her home.

Don't miss these

Panel Discussion

2 minute read

Mastering your Customer Success Platform - from selection to optimization

Malin Skoglund

Panel Discussion

2 minute read

Mastering your Customer Success Platform - from selection to optimization

Malin Skoglund

Panel Discussion

52 minute watch

Data-driven customer success: Powering customer retention in 2024

Christian Jakenfelds

Panel Discussion

52 minute watch

Data-driven customer success: Powering customer retention in 2024

Christian Jakenfelds

Panel Discussion

60 minute watch

Redefining Customer Success for 2024

Christian Jakenfelds

Panel Discussion

60 minute watch

Redefining Customer Success for 2024

Christian Jakenfelds