Spotlight on Pendo’s Scaled CS Program

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.