Do More With Less: Successful Tactics for Digital-First Engagements and Pooled CSMs

Thurs, Oct 8, 2020 11:00 AM - 12:00 PM PDT

How can you scale your customer success team to serve more customers with the same headcount? And how can automation enable your CSMs to spend even more of their time on high-value, strategic conversations? In this upcoming webinar, hear from two Gainsight customers who have established successful programs to do just that. From Okta, Melissa Allen, Customer Success Operations Manager and Alana Stoltzfus, Digital Customer Success Manager will describe their tech-touch program to onboard new administrators and drive product adoption. Glint’s Customer Success Operations Managers, Thuy Koo and Valery Skvirskaya, will share their tactics on how to transition from a 1:1 to a “pooled” CS model by building customer intimacy through a virtual journey supported by a small group of CSMs who proactively engage customers at scale using predictive automated health scoring.

This will be a two-part webinar mini-series. In the first webinar, Thursday, October 8 at 11am PT, CS leaders will learn the motions that are part of these programs, and what it takes to run them. Gainsight administrators are encouraged to join as well, and then won’t want to miss the second webinar, Tuesday, October 27 at 11am PT, where these presenters will walk through the technical configuration they’ve created, empowering you with the details to set up the same architecture in your own instance of Gainsight.

You'll come away from the webinar on October 8 at 11 am Pacific Time having learned:

Types of content and uses for Journey Orchestrator to drive product adoption
Health scores, dashboards, and business processes that allow a small team of CSMs to monitor and proactively engage many customers
The impact that these programs have had at Okta and Glint

Then, admins should stay tuned for the webinar on October 27th to learn how to configure these workflows in Gainsight.

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