Gain Grow Retain
10-Minute Trumpet - Specialized Roles
Aug 28, 2023
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.
08:36
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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.
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