The Ultimate Guide to Scaling Customer Success for Maximum Results

CSM Practice - The Customer Success Podcast

Join Irit Eizips in an insightful conversation with Christine Boermeester, Senior Director of Customer Success at Deltek. This episode delves into innovative strategies for scaling Customer Success operations, highlighted by Deltek's journey in structuring their CS team and implementing specialized roles.
🔍 Key Takeaways:
- Insights into building specialized roles within customer success to enhance efficiency and focus.
- Strategies for structuring CS teams to support growth without sacrificing customer relationships.
- Exploration of the impact of automation and role specialization on customer success operations.
Christine, a finalist at the 2023 USCS Excellence Awards, shares her experience from transitioning a large team of customer success managers into a more segmented and effective structure. She discusses the creation of a renewal processing team that has significantly reduced the administrative burden on CSMs, allowing them to focus more on customer relationships and strategic engagements.
Join our Mastermind Pilot Program to gain full access to all interviews and resources: https://members.csmpractice.com/c/join-the-mastermind-pilot/
Tune in to learn how Deltek has successfully scaled their CS operations while maintaining high customer loyalty and retention.
🎥 Watch the episode here: https://www.youtube.com/watch?v=EVhoZ-hwOGM
#CustomerSuccess #Leadership #CSMPracticePodcast #ScalingCS #SpecializedRoles #CustomerEngagement #IritEizips #ChristineBoermeester #Podcast #BusinessStrategy
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Additional Resources:
📑 Read: The Secret to Scale in Customer Success
📑 Read: The Beginner’s Guide to Customer Success
🎥Watch: Scaling Customer Success - Critical Mistakes to Avoid for Business Growth

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Kapitler

1. Intro (00:00:00)

2. Support to CS (00:01:55)

3. Renewal Processing Team (00:03:55)

4. Impact on Business (00:08:56)

5. Recommended Steps (00:10:16)

6. Team Managers (00:14:55)

7. Specialization Benefits (00:20:50)

8. Fears/Concerns (00:22:40)

9. Tech Stacks (00:23:25)

10. Renewal Forecasting (00:27:27)