EP 134 | Ryanne Doumet - How PandaDoc scaled their high touch customer success model as the company scaled.
CHURN FM
00:00
Agai - What's the Main Metric for Adoption?
The way that the business is split up is, right now we actually have a customer success manager for every single account. We do have it broken up within cohort. So we have our up market segment, commercial segment, velocity segment. Up markets, about 70 accounts per c s m. Commercials, about one, 51, 70 velocity. You get into a couple thousand. And then we actually this quarter introduced a pooled model, and that's going to be for also of velocity accounts, just lower scale velocity accounts. And in that pooled model, it's obviously a shared book of accounts. And that's our model.
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