One of the most common questions asked by Customer Success leaders is, “How do I scale effectively?” Hiring more CSMs might not always be the answer, there are many other factors to consider – especially refining your segmentation/engagement model and the introduction of specialist CS technology (such as Gainsight).
It is also essential that your product works as a “virtual CSM”; enabling your end-users to effortlessly reach their desired outcomes and also capturing vital customer feedback information. In this Product-Led Growth Conference session Adam Joseph explained the how CSMs can deliver exceptional levels of Customer Success via the product itself and how this will fuels Product-Led Growth.
About the Speaker
Adam Joseph is the Director of Customer Success, EMEA at Gainsight. In this role, Adam oversees the delivery of exceptional customer experience and creates long-term value for all of Gainsight’s European customers. Adam brings a wealth of leadership and customer success experience, having previously held the role of Director of Client Services at ChannelAdvisor and the VP Customer Success at Avention.
Adam also founded CSM Insight in 2017, a consultancy service that helps organizations build, manage and scale their customer success operations and deliver voice of the customer programmes. He is an active thought leader in the customer success space, having created the resource hub CustomerSuccessManager.com.