CS at Scale: Transitioning from a Single to Multi Product Environment

Session Abstract

In this session we will discuss the dilemmas we faced as a team and the paths we decided to pursue as we scaled our CSM team in an effort to support Cloudinary's journey from a single to multiple product offering. Would you segment by product or ARR? Would you hire a generalist or specialist? How would you measure success for distinct products? These are just some of the questions we asked ourselves as we more than doubled the global CSM in the course of the last 12 months (grew from 17 to 27 CSMs) Audio Recording