Scaling Customer Success: 'Tech Touch' Best Practices and Lessons Learned

As your customer base grows, we all know that you need to segment your customer base and "scale" the lower end through automation or tech touch methodologies. At Salesforce, we have segmented our customer base by size and spend. When does the scale approach reach the end of efficacy and have a negative impact on retention and growth? The tech touch and automation approaches sometimes fall short on the proactive promise. The usage and adoption metrics we use oftentimes lack the business context of the customer. At Salesforce, we are investing in a new program that falls in between the scales programs and our traditional high-touch CSM program. With strong alignment with the sales organization, the portfolio success manager is driving business value and customer success with a large portfolio of customers. We will share the business justification for the investment in a new program and the expected ROI metrics. We will also share the metrics we use the measure the success of the individual portfolio success managers.