Managing a large number of customers

3 min read

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.

For our upcoming CSM Corner, 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:

  1. What exactly is tech touch and what are the benefits within customer success?

  2. What are the key areas where tech touch works?

  3. How can tech touch help CS teams to scale?

  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.


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 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. So, if you're unlucky and her fake background fails - you'll get a peak of half-done walls and chaos.

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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