When it's time to scale, it's crucial to ensure that all accounts, both large and small, receive the support they need, creating a smooth and consistent experience that keeps customers engaged and satisfied at every stage of their journey.

Some key takeaways from the Scale + CS Summit on how to support customers of all sizes:

1. In the session “Scaling with what you have: How to build your org when you are bootstrapped” Maranda Dziekonski (SVP, Customer Success & Ops at Datasembly) discusses how many companies, especially in the tech industry, are facing increased pressure from boards and investors to become more efficient with spending and find a path to profitability. As budgets tighten, the days of frivolous spending and hiring ahead are behind us, and organizations are now being asked to do more with fewer resources, all while managing increased customer churn and tighter financial scrutiny. She then shares tips on how to build your CS org with limited resources and an increase in demand. Watch this session‍

2. In the session “Transitioning clients from high-touch to a Pooled Model”  Emilia D'Anzica, MBA, PMP (Managing Partner & Founder at Growth Molecules™) shares the challenges of scaling a high-touch customer success model and introduces the pooled model as a more efficient solution. She explains how customer experience plays a key role in renewals and also shares her positive experience with G2, showcasing the benefits of quicker response times and less burnout for teams. Watch this session‍

3. In the session “Supporting & Growing All Accounts” panelist Chad Horenfeldt (VP of Customer Experience at PathFactory), David Leibell (Manager, Account Management at Matik), Danny Villarreal (VP of Customer Success at Toolio), Erica Akroyd (Sr. Manager, Customer Education at Pendo.io) and Mary Poppen (President and CCO at HRIZONS, an HR Cloud Company EX) discuss the importance of starting to scale customer success early, advocating for an incremental approach and experimentation. They emphasize the value of prioritizing initiatives that deliver the greatest customer impact while acknowledging the time and resources required for scaling. Panelists also highlight the need for diverse communication channels, such as in-app messaging, peer-led forums, and virtual events, while considering business economics and accommodating different customer engagement preferences. Watch this session

See all sessions here