SaaStr 271: Talkdesk SVP of Client Services Gillian Heltai on How to Build a CSM Team that Generates 130% Net Retention

Gillian oversees Talkdesk's Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. In this session Gillian will walk you through how to build a high performing CSM Team.   Missed the session? Here’s what Gillian talks about: How to build a CSM team Avoiding the mistake of over defining the candidate profile How to divide responsibilities across roles If you would like to find out more about the show and the guests presented, you can follow us on Twitter here: Jason Lemkin SaaStr This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit cloud.substack.com