Josh Levin, Manager of Customer Success at Honeycomb.io joins Jeff to talk about how his team built enterprise level customer success. Using a combination of Technical CSMs and Customer Architects allows for scaling CS work through well constructed gates and processes. They also use a strong triage process to ensure that this part of their role allows for the more proactive goals they have with and for their customers. Looking at engagement through strong content and engagement has helped them utilize a holistic usage of their team and results in effective partnerships with their customers.
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