Every CS team has customers who are important, but hard to place. They are not quite strategic accounts. They are not quite long-tail. They need guidance, but dedicated CSM coverage does not always make sense. At Slido, this was our mid-tier “gray zone.”
Join me on Wednesday, May 27th at 3.15 PM to hear how we built a pooled CS approach for these customers: a small team, shared ownership, practical use of Gainsight, and a focus on scaling the CSM work that kept repeating.
In this session, I’ll share what we tried, what worked, and what we’d do differently if we were starting again 💪
You’ll leave with ideas for:
- Defining your own gray-zone segment
- Starting small without building a big new team
- Using reactive work to see where demand is
- Scaling repeated CSM activities like trainings or business reviews
- Keeping CTAs and playbooks simple enough for the team to actually use
If you’re trying to extend CS coverage without adding headcount, this session should give you concrete ideas to take back to your team
Hope to see you there! 👋
