The Pooled Customer Success Management e-book explains how grouping CSMs allows organizations to scale efficiently while maintaining a human-first approach. Instead of one-to-one relationships, pooled CSM models enable many-to-many engagement supported by automation, centralized data, and digital touchpoints like in-app guides, webinars, and communities. Models vary from centers of excellence based on expertise to hybrid setups combining strategic and pooled CSMs. Success is tracked with leading indicators like engagement and adoption, and lagging ones like renewals and expansion. This approach reduces burnout, supports low-ARR segments, and drives durable growth.

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