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Tessa Thorburn, Head of Customer Success at Loom, shares insights on scaling CS. Topics include role specialization, use case webinars, listening to customers at scale, re-onboarding, technology, and communication through change.
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Quick takeaways
- Specializing roles within customer success drives impact and outcomes efficiently.
- Leveraging tools like Salesforce Outreach and POCUS streamlines processes and enables data-driven decision-making in scaling customer success.
Deep dives
Specializing Roles for Effective Scale Customer Success
The speaker discusses the importance of specializing roles within customer success to drive impact and outcomes efficiently. By creating more specialized roles, such as program managers, the team at Loom was able to focus on specific areas, such as renewals and adoption, and see increased success. They also emphasized the need for simple and tangible strategies and programs that directly address customer needs and drive adoption.
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