AI-powered
podcast player
Listen to all your favourite podcasts with AI-powered features
Snipd AI
Jeff discusses specialized roles in customer success teams and the importance of investing in these roles to drive value for all customers. The podcast also focuses on scaling customer success by rethinking engagement, operationalizing work, and specializing teams.
Read more
AI Summary
AI Chapters
Episode notes
Podcast summary created with Snipd AI
Quick takeaways
- Specialized roles like scaled program managers, customer marketers, and community managers can help drive specific outcomes and benefit customers beyond the scope of CSMs.
- Customer success teams should evaluate headcount allocation and invest in specialized roles to drive value creation and impact customers at a larger scale.
Deep dives
Scaling Customer Success: Rethinking Engagement Model
The podcast discusses three pillars of scaling customer success: rethinking the engagement model, operationalizing the work, and specializing the teams. In the specialization phase, teams are carved into support, implementation, paid services, renewal, and eventually scaled program management. Each specialized role contributes to efficiency, driving specific outcomes, creating cohesive campaigns, and fostering customer communities.
Get the Snipd
podcast app
Unlock the knowledge in podcasts with the podcast player of the future.
AI-powered
Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode
Save any
moment
Hear something you like? Tap your headphones to save it with AI-generated key takeaways
Share
& Export
Send highlights to Twitter, WhatsApp or export them to Notion, Readwise & more
AI-powered
podcast player
Listen to all your favourite podcasts with AI-powered features
Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode