Solving the CS “Gray Zone”: A Pooled Model for Mid-Tier Customers

Session Abstract

This session explores how Slido addressed the challenge of supporting mid-tier customers by creating a Pooled Customer Success model powered by Gainsight and inSided. Attendees will learn how the team expanded CSM coverage without increasing headcount, shifted from reactive support to proactive engagement, and scaled high-value activities such as trainings, QBRs, office hours, and community programs to drive meaningful customer outcomes across a larger customer base.