As more teams focus on scaling customer success, it becomes important to understand your customers. Identifying the right time to scale is key, followed by an iterative process to build strategic skills and advance your customer success programs.

Some key takeaways from the Scale + CS Summit on what to do & when:

1. In Seán Reid’s (Manager of Customer Growth at Personio) “I Want to Scale, but Do I Need to Scale?” session, Sean discusses how scaling a CS team can boost growth and customer satisfaction if timed well and carefully planned. Key indicators for scaling include high churn, limited time for strategic work, and strong customer metrics. However, scaling too quickly can risk overwhelming the team or harming the customer experience. Focusing on customer impact, aligning KPIs, and ensuring team readiness are essential for successful scaling. With thoughtful planning, scaling can deepen customer relationships and support sustainable growth. Watch this session‍

2. In “You've scaled CS. Now what? Indispensable strategic skills for next gen CSMs.” Bob London (Founder & Chief Listening Officer at BobLondon.co) talks about how to be indispensable in a post-scale world. To do this Bob says CSMs need to engage with customers at a strategic level, focusing beyond just product features and support. In this session, Bob will share techniques from 2,700+ customer interviews to help CSMs conduct open, high-value conversations. Attendees will gain actionable tips on asking disruptive questions, understanding customer priorities, and aligning solutions with business goals. Watch this session

3. Dan Ennis’s (Senior Manager of Scale Customer Success at Monday.com) “Durable Growth: Evolving and Iterating your Scaled CS Program” talks about how to evolve your scaled CS program to meet the shifting needs of your customers and business. Discover how to measure and enhance the effectiveness of digital and scaled CS strategies, establish the foundations for durable growth, and understand the phases of a scale program. Watch this session

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See all the sessions from the summit here