Managing Global Revenue

Building efficient CS operations across three continents

Challenge The company was expanding rapidly across US, APAC, and EMEA markets with enterprise clients demanding 24/7 support. Leadership wanted to maintain high-touch service without scaling headcount proportionally to client growth. We needed to manage 160 global clients with a lean team while maintaining enterprise-level SLAs.

Approach I created a tiered service model based on revenue and growth potential. High-value accounts received white-glove service while mid-tier accounts were managed with scaled solutions. For long-tail, I created a support system ticket with flags of priority, severity, and at-risk. We built regional playbooks that maintained global consistency while allowing local market customization. I established a "follow the sun" support model that provided coverage across all time zones without burning out the team.

Outcome

• 12-person team successfully managed 160 global enterprise clients

• Portfolio generated 64% of total company revenue

• Maintained <2 hour response time SLA across all time zones

• CSM efficiency improved by 3x (accounts managed per CSM)