We currently operate a pooled CSM model for SMB customers. In this setup, accounts are owned by a generic CSM user rather than individual team members. CTAs and customer engagement are dynamically managed by individual pooled team members.
This operating model works well for high-volume SMB account management where multiple CSMs collaboratively manage a large number of accounts. However, we are seeing limitations with the current Group Send functionality being unusable for pooled CSMs in Gainsight.
Current Limitation
- People Tab Visibility on Home Page for ‘Group Send’ feature
Individual SMB users are unable to view contacts in the Home Page > People tab, which is where users select contacts to send emails to from the Group Send feature. Since these users are not configured as the actual CSM on accounts, they cannot access the relevant contacts because ownership resides with the generic pooled mailbox/user.
As a result, pooled SMB CSMs are unable to effectively use the Group Send feature — even though this feature would arguably be most valuable for them, given they often manage hundreds of smaller-scale accounts simultaneously.
Enhancement Request
It would be extremely helpful if Gainsight could better support pooled CSM workflows by enabling capabilities such as Group send features to be usable by pooled models as well:
This would significantly improve adoption and usability of Group Send for organizations operating at SMB scale using pooled customer success models.
