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

The Official SaaStr Podcast: SaaS | Founders | Investors

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

Jason M. Lemkin 🦄

Oct 03, 2019

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

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The Official SaaStr Podcast: SaaS | Founders | Investors

The Official SaaStr Podcast is the latest and greatest from the world of SaaStr, interviewing the most prominent operators and investors to discover their tips, tactics and strategies to attain success in the fiercely competitive world of SaaS. On the side of the operators, we center around getting from $0 to $100m ARR faster, what it takes to scale successfully and what are the core elements of hiring. As for the investors, we learn what metrics they hone in on when examining SaaS business, what type of metrics excites them and what they look for in SaaS founders.

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