When scaling your CS organization, it's crucial to understand what it means to do more with fewer resources, how to gain executive buy-in, and the importance of leveraging your CS Ops team during the scaling process.

Some key takeaways from the Scale + CS Summit on getting ready to scale:

1.In “Making the Business Case for Your Scaled CS Program,” Jan Young, MBA, CSPO, CSM (Founder & Chief Customer Officer at JanYoungCX), discusses the shift from a growth-at-any-cost mindset to a focus on profitability and sustainable growth. She emphasizes that while aligning individual and company goals is crucial, it is not enough to secure the resources needed for success. Jan highlights the importance of understanding investor priorities and key financial metrics, sharing tips for increasing subscription revenue, improving profit margins, and turning operating profit and net income from negative to positive. Watch this session

2. In the session “Doing More With Fewer Resources,” panelists Dan Ennis (Senior Manager, Scale Customer Success at Monday.com), Erika Villarreal (Strategic Customer Success Manager at Eptura), Markus Rentsch (CEO at Remark-able), Rachel Provan (Founder and CEO at Provan Success, LLC), and Sumi Jaiswal (Customer Success Leader at DotDot) discuss implementing CS strategies with limited resources. They highlight using automation for tasks like email templates and workflows, centralizing data with platforms like Salesforce, and focusing on high-impact efforts. Detailing how these strategies streamline operations, enhance efficiency, and achieve better results. Watch this session
3. In the session “Unlocking Efficiency: The Impact of CS Operations on Scaling Customer Success Teams” Sonam Dabholkar (Director, Customer Success Operations at Clio - Cloud-Based Legal Technology) discusses the role of CS Operations in aligning technology, processes, and data to boost team efficiency. Sonam highlights the transition from reactive to prescriptive, and incorporating various post-sales functions. She also emphasizes streamlining processes and automating tasks to improve efficiency highlighting how CS Operations plays a critical role in enhancing the customer experience. Watch this session

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