Importance of Documentation and Its Impact on CS Operations w/ Rachel Baker

Scale Tale - The Customer Success Podcast

Can you imagine 2 CSMs managing the load of 30-40 customers? Impossible to fathom right? Here’s where the power of documentation comes into play.
Documentation is often overlooked. However, a well-structured and up-to-date documentation infrastructure can become the backbone of how smoothly operations run in your business.
Rachel Baker, Senior CSM at Rimsys, joins our host Mausmi Ambastha, Co-Founder of ZapScale to bring to light an important aspect of the smooth CS operations at her workplace - Documentation.
Timestamps
0:10 - Rachel's Introduction
3:30 - Importance of documentation
6:30 - Developing a culture of documenting everything
11:20 - Structuring documentation across teams
14:30 - Using documentation for onboarding new hires
17:35 - Hiring CS professionals in the team
20:45 - Depth of documentation
21:49 - De-skilling processes through documentation
28:00 - Benefits of documentation
30:05 - Getting started with documentation
31:40 - Closure
About Rachel
Rachel Baker is a Senior Customer Success Manager at Pittsburgh-based software company Rimsys. She leverages over 8 years of experience in strategic planning and action to drive business success, along with prior marketing background in higher education and nonprofit sectors. With expertise in customer success, marketing enablement, and training, Rachel excels at streamlining processes, training growing teams, and delivering results.
Rachel is a SuccessHacker Level 2 certified professional, who combines industry best practices with a passion for continuous improvement.
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Connect with Rachel on LinkedIn 👉 https://www.linkedin.com/in/bakerrachel/
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Connect with the podcast host Mausmi Ambastha on LinkedIn 👉 https://www.linkedin.com/in/mausmiambastha/