Explore the art of scaling customer success organizations in this captivating CSM Practice podcast interview. Engage with the insightful discussion featuring Christine Boermeester from Deltek, as Irit Eizips and her unpack innovative strategies for effectively managing large customer success teams.

Key Highlights:

- Christine's journey from customer support to leading customer success.
- Insight into Deltek's approach to structuring a global team of 80 CSMs.
- Introduction of specialized roles like Renewal Processors for increased efficiency and engagement.
- Utilization of Salesforce, CPQ tools, DocuSign, and Gainsight in managing customer interactions and renewals.
- Strategy's impact on customer loyalty and revenue retention.
- Practical tips for implementing these changes in your respective organizations.

👆Listen in to get valuable insights on scaling customer success teams and improving operational efficiency.

Share your experiences or thoughts on team scaling strategies in the comments below!

#teamscaling #operationalstrategy #techindustry #saas

TIME STAMPS

00:00 Intro
01:55 Support to CS
03:55 Renewal Processing Team
08:55 Impact on Business
10:16 Recommended Steps
14:54 Team Managers
20:50 Specialization Benefits
22:40 Fears/Concerns
23:24 Tech Stacks
27:28 Renewal Forecasting

ABOUT OUR GUEST

Christine Boermeester is Senior Director of Customer Success at Deltek. Over her 20+ years at Deltek, she’s championed exceptional customer experience and honed deep expertise in building global customer success teams. She believes that proactively nurturing customer relationships, being easy to do business with, and supporting and developing her employees will elevate the customer and employee experience and lead to increased growth.

🔗 You may connect with Christine via LinkedIn profile: [ Ссылка ]

ABOUT OUR HOST

Irit Eizips is the Chief Customer Officer & CEO of CSM Practice. Irit is, a renowned expert in customer retention and upsell strategies. Irit has consistently been recognized as a Top Customer Success Strategist and Influencer since 2013 and was named one of the Top 100 Global Inspirational Leaders and Top 25 Customer Success Influencers in early 2021.

Follow Irit on LinkedIn:
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Additional Resources:

📑 Read: The Secret to Scale in Customer Success
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📑 Read: The Beginner’s Guide to Customer Success
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🎥Watch: Scaling Customer Success - Critical Mistakes to Avoid for Business Growth
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Whenever you’re ready... here are 3 ways we can help you build, optimize or scale your customer success practice:

1. Grab a free copy of our Customer Success templates and infographics
We’ve created a resource library for you to gain easy access to best practices and benchmark data. [ Ссылка ]

2. Subscribe to our CSM Practice newsletter
Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. [ Ссылка ]

3. Work with our team privately
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. [ Ссылка ]

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LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:

📌 Listen to our Podcast
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📌READ our Customer Success BLOGS:
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