How to do high touch customer success

3 min read

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.

Watch the session to learn:

  1. What does high touch customer success actually mean?

  2. How to partner with customer cross functionally and be multithreaded

  3. Tips and learnings for succeeding as a high touch CSM

  4. And much more…


Gurprem Sagoo is a Customer Success Manager at Planhat with over 10 years of experience as a CS lead in the SaaS industry, and CSM of the Year 2022 in the Customer Success Excellence awards. He works with global brands and Enterprises, and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.


Anni Richt is a Business Development Manager at Klarna. Having started 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 Klarnas 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 best benefit both in a partnership, and in always working towards clear joint goals.

Jay Catt is a Customer Success 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 industry alignments such as retail, manufacturing, media and professional services. Managing a range of 20+ to now just 4 customers the focus shift has been evident toward more and more depth for deeper, progressive and integrated relationships.

Download to watch the full video now.

At the CSM Corner, we help Customer Success Managers create success for themselves and their customers by providing inspirational how-to-dos and hands-on experience from the very best in the industry. The knowledge is presented in a 30-minute webinar - not a minute longer - so you can dive in, learn fast, network with CSMs, and then focus on what creates the most value for you: your customers.

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