Jon Synnott’s Post

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Senior Director, Customer Success, EMEA

"You don't need to jump on a call for every client issue." Controversial? Maybe. Smart? Absolutely. I've watched countless CS teams burn out trying to be everything to everyone. There's a better way to scale. Here's how to support 3x more clients without sacrificing quality: The Scaling Framework: Tech-Touch for simple wins → Automated onboarding sequences → Knowledge base for common questions → Regular health-check surveys Light-Touch for the middle ground → Group training sessions → Community-led support → Templated check-ins High-Touch for strategic moments → Quarterly business reviews → Strategic planning → Crisis management The secret sauce? Let clients choose their path: Self-service warriors get their independence Community lovers get their network High-touch seekers get their dedicated time But here's what most miss: Scaling isn't about doing less. It's about doing right. Your CSMs should focus on: →Strategic conversations →Complex problem-solving →Relationship building →Revenue expansion →Not password resets. The result? → Happier clients → Energized CSMs → Better retention → Higher profits Stop drowning your CSMs in low-impact tasks. Start scaling smart.

Eugene Moriarty

I excel at improving customer experiences, using data analysis and agile project and process management, to deliver simple solutions to optimise business and customer value

1mo

of course if you have to keep jumping on for every call, then there is a wider problem in the team, training, processes, trust in staff, empowerment for front line staff to make decisions, knowledge base or the customer journey, whatever it may be, which can then be solved by your (Jon) middle ground and also looking at the data to spot the trends and then adddress them.

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