Scaling CS: Tessa Thorburn with Loom

Gain Grow Retain

Another session in our Scaling CS series, Tessa Thorburn, Head of Customer Success joins Jay to talk about how her team at Loom has used scale to increase their efficiency and value to customer. From role specialization to programs that scaled well, she shares her insights and experience in helping her team increase customer value effectively.

• Building the case for role specialization
• Use case webinars
• Listening to customers at scale
• Re-onboarding
• Technology
• Communication through change

Connect with Tessa

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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.

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