Spotlight on Pendo’s Scaled CS Program

What this episode covers

Erica Akroyd (Sr. Manager, Scale CS and Programs), Ryan Philpott (CS Program Manager), Charles Helms (Scale CSM) join Jay Nathan today to talk about how Pendo turned lack of staffing into an opportunity to develop an effective scaled model. They discuss how their scaled approach isn't a one size fits all for their customers, but is more strategic based on needs. They also moved into a strategic thinking realm rather than simply focusing on supporting the 'how-to's' through meeting planning, content creation and utilization, and using human resources where they will be most efficient and effective. You can find Erika here You can find Ryan here You can find Charles here --- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

Share this episode

Similar Episodes

What Hinders Your Prayers According To The Bible?

Dec 18, 2025 ·14m

Promotion | Oracular Wisdom | David Mark Quigley

Oct 28, 2025 ·5m

Obstruction | Patience, Timing, & Quiet Strength | Oracular Wisdom | David Mark Quigley

Oct 21, 2025 ·5m

The Ease of Dispersing | Clearing Stagnation, Uniting Strength | Oracular Wisdom | David Mark Quigley

Oct 14, 2025 ·5m

Great Strength | Harnessed Power, Breakthrough, & Righteous Action | Oracular Wisdom | David Mark Quigley

Oct 7, 2025 ·5m

The Receptive | Yielding Power, Wise Alignment, & Quiet Mastery | Oracular Wisdom | David Mark Quigley

Sep 30, 2025 ·5m

Similar Podcasts

The Small Business Startup School – Business Notes | Financial Literacy | Retail Psychology – For Professionals & Entrepreneurs The Small Business Startup School Inc. Starting or buying a small business? While personal circumstances may vary, business patterns remain timeless. On The Small Business Startup School, we explore strategies, insights, and practical solutions to help entrepreneurs confidently navigate their journey.Hosted by Ola Williams—a retail entrepreneur, fintech founder, and financial coach with over two decades of experience—this podcast marries financial awareness and retail psychology with optimism to deliver actionable takeaways.Join us to learn, grow, and connect as we uncover the keys to business success.Let’s continue to learn together and be encouraged to keep on connecting! Chewing the Fat with WorkForge WorkForge Bite-Sized Conversations for Building a Stronger Workforce Welcome to Chewing the Fat, a podcast delving deep into the world of food manufacturing. Dive into real conversations around critical topics like staffing, retention, onboarding, and career development in this essential industry. Subscribe now to gain insights from your peers, subject matter experts and more on the biggest issues facing food manufacturers today: -Hiring and retaining employees -Addressing the challenges of the Silver Tsunami -Improving time to productivity of new employees -Engaging employees from hire to retire And more... Tune in to Chewing the Fat, a WorkForge podcast, and join the conversation on how to build and sustain a resilient, high-performing workforce in food manufacturing. Leading From All Sides Abbie Mirata Discover the various styles of leadership, from leading at the forefront to steering from behind, rising to the top or empowering from the bottom. We'll explore horizontal and vertical leadership, leading through your brand, and even leading in your most intimate relationships. Join me in engaging conversations with special guests who are leaders in their careers, communities, and families. Gain insights, perspectives, and invaluable lessons that challenge traditional notions of what it means to lead. Spill The Growth Spill The Growth This podcast is designed for anyone striving to become their best self, whether that means achieving financial independence, advancing in their career, or improving mental and physical health. Each episode features chats with friends and experts in well-being, career development, and personal growth. Through authentic discussions, expert insights, and everyday experiences, we explore what it means to grow and learn. With practical strategies and relatable stories, Spill The Growth is here to guide listeners on their unique journeys towards success—whatever that looks like for them.

Frequently Asked Questions

How long is this episode of Gain Grow Retain?

This episode is 43 minutes long.

When was this Gain Grow Retain episode published?

This episode was published on November 9, 2022.

What is this episode about?

Erica Akroyd (Sr. Manager, Scale CS and Programs), Ryan Philpott (CS Program Manager), Charles Helms (Scale CSM) join Jay Nathan today to talk about how Pendo turned lack of staffing into an opportunity to develop an effective scaled model. They...

Can I download this Gain Grow Retain episode?

Yes, you can download this episode by clicking the download button on the episode player, or subscribe to the podcast in your preferred podcast app for automatic downloads.