Scale + Customer Success Summit

Join this panel discussion to dive into the complexities of implementing customer success strategies when faced with limited resources, including people. This discussion will explore all aspects of “doing more with less” from how to approach it strategically to how to handle internal communication.

This panel discussion will explore:

• How to increase efficiency & leverage technology to streamline processes
• How to approach prioritization while managing internal expectations
• Framework for determining what & when to scale
• How to work with senior leadership & get buy-in for your strategy

Join this panel discussion to learn more about how to support all your accounts, both big and small, and help them grow. This discussion will dive into how to think of a strategy for long-tail accounts and what it means to take a one-to-many approach.

This panel will explore:

• How to approach 1:many & other teams you can learn from
• How to take an experimental approach to scaling
• The kinds of engagement you can leverage to connect with customers
• Data requirements for a 1:many approach
• How AI fits into a long-tail strategy

Join this panel discussion to learn about the intricacies of scaling customer success teams from an operational standpoint. The panel will explore the various aspects of ops strategy that come into play when expanding the reach and impact of customer success initiatives, whether it’s doing more with less or supporting smaller accounts.

This panel discussion will dive into:

• How CS leaders can leverage ops
• How to get started when it comes to scaling a CS team
• The role of automation in scale
• How to approach a digital strategy
• Where AI fits into scale

So many teams are focused on scaling customer success - and rightly so. Reactive motions will be automated. Digital processes will replace repetitive manual ones. Sounds wonderful!

But at the same time, we have to look ahead and ask the question, “What is the role of the post-scale CSM?”

Terms come to mind like trusted advisor, consultative and value-added. All true!

But they add up to one thing: Being more strategic. Providing strategic guidance, expertise and context that customers cannot get anywhere else. So, to be indispensable in a post-scale world, CSMs MUST engage with customers at a more strategic business level. Beyond the product, features, and reactive support.

In this insight-packed session, customer discovery and listening expert Bob London will share tools and techniques based on 2,700+ customer interviews that CSMs can use to have more valuable, strategic, and open-ended customer conversations.

You’ll walk away with specific, actionable tips on:

• Disruptive questions to reveal their top-level business priorities.
• How to make “ear contact” with customers to understand their “why.”
• Connecting the dots to align the value of your solution with their top business priorities.

Make sure you attend this session to ensure you’re indispensable in a post-scale world.

In this session, discover the pivotal role that CS Operations teams can play in helping Customer Success teams operate more efficiently and scale the impact they have on their customers. Gain insights into practical approaches and lessons learned, and leave with some immediate next steps that you can take to help your Customer Success teams do more with less while maximizing their business impact.

Scaling is the hot topic item within Customer Success right now. Everyone is talking about the benefits of scaling your organization, but the reality is if you scale at the wrong time and in the wrong way, your customers are the ones who feel the pain.

In this session, Seán will talk you through the signs that you are ready to scale out your CS org and what scaled success looks like for companies of different sizes; from young start ups to the Fortune 500s. You will leave this session with examples of scaled CS that you can implement, as well as find the signs that your organization is ready to scale out their plans.

In today's rapidly evolving digital landscape, the traditional 1-1 customer success model is undergoing a transformational shift. Join us for an insightful presentation, "Scaling Success: Revolutionizing Customer Engagement in the Digital Age," where we'll unravel the blueprint to launching a successful digital customer success strategy. Discover how to harness the power of pooled models, leverage cutting-edge automation technologies, and foster vibrant communities to not only meet but exceed customer expectations. Customer Success leaders will leave equipped with actionable strategies and tools to scale their teams efficiently, transitioning from high-touch personal relationships to impactful 1-to-many engagements. This presentation is a must-attend for anyone looking to future-proof their customer success approach and drive unparalleled growth in the digital era.

Scaled customer success has foundational pieces that everyone knows about -- mainly technology -- but getting a scaled strategy to work is more than just implementing technology.  I've interviewed hundreds of customer success leaders over the past 4 years, and I've boiled down 3 Non-Obvious Pillars that have helped these leaders build a strong scaled customer success strategy.

Discover practical AI strategies that scale customer success across diverse business segments, from startups to enterprises. This session showcases how AI tools and techniques can optimize resources and enhance customer interactions, providing a roadmap for growth and efficiency.

Pressure from the top continues to push customer success leaders to consider a digital customer experience for the majority of clients. But where does one start? Join Emilia D'Anzica, Managing Partner at Growth Molecules as she takes you through the top five actions you need to take to successfully lead your organization and customers to a successful pooled customer success model.

Why are you scaling your CS program? Sure, you need to gain efficiencies. But why?

You’ve heard all over the place “Do More with Less” and you’ve probably said it yourself. Maybe you thought it would just be for a while, and when it wasn’t, then you started to scale… So why wasn’t it? Why didn’t things go back to “normal”?

Now you’re scaling, but you’re not getting the tools you need, or the staff you need to do it. Why is that?

Come join this session to learn why the business landscape is changing, how it impacts you, and how you can measure, deliver, and translate your Scaled CS program to executive decision makers. Knowledge is power.

Empower yourself so you can build the program your company and customers need and make the business case you need to get the job done!

Join us for an engaging webinar featuring Scott, a seasoned digital expert with over 20 years of experience. Dive into the art of crafting a seamless and integrated user experience through effective collaboration with internal stakeholders. Scott will share proven strategies to align your organization, ensure consistent UX/UI across all platforms and campaigns, and leverage essential cross-program analytics for informed decision-making. Learn how these approaches can boost customer engagement and satisfaction. Transform your digital strategy and elevate your outcomes—don't miss this opportunity to shape the future of your business. Join us and reshape your digital approach!

2023 was, for so many orgs, the year of Scale. For the first time ever boards were asking for profitable growth models, headcount growth wasn't guaranteed, and you had to figure out how to "do more with less." So you automated what you could, implemented digital touches for your teams, and "did more with less."

But now what? How do you evolve your Scaled CS program to meet the ever-changing needs of your customers and your business?

This session will walk you through how to measure the effectiveness of your Digital and Scaled CS programs, how to use those measurements to iterate on your program to achieve further impact, and what evolution could look like for your Scaled CS program. You'll understand what v2 and beyond can look like for your organization, as you seek to accomplish true digital transformation instead of participating in a fad.

You'll walk away with actionable insights on how to:

• Help your company achieve Durable Growth in a post-growth-at-all-costs world
• Influence key metrics that your company cares deeply about (cost to serve, GRR, added ARR, etc.)
• Prioritize what components to add to your Scaled CS Program
• Ensure you keep your customers at the center of your Scaled CS Program

Join this panel discussion to learn how to leverage data when it comes to scale. From analyzing data to better understand customers to using data to create more compelling customer interactions & experiences, data is a key part of the foundation on which teams build scale.

This panel will dive into:

• Different approaches to scaling data
• Why data doesn’t need to be perfect
• How to work with key stakeholders
• Wins & learnings from scaling data at top companies

In the current "do more with less landscape", we are all tasked with figuring out how to make the minutes stretch longer. Limited resources can pose significant challenges, but they can also help us get creative and figure out new and innovative ways to work. In this session, Maranda will cover the basics of how to build your CS org when you have limited resources and growing demands. You will walk away with a few ideas you can employ at any size or phase of your scale.

Digital motions are a great way to scale but are only as good as the humans behind them. Learn how machine and human can co-exist to create efficiencies at scale and refocus the time spent with your customer on creating massive value. I’ll provide some theory but also practical examples that you can go implement into your workflows TODAY!

Quarterly Business Reviews (QBRs) have become a sore spot for both vendors and customers. They suffer from notoriously low attendance from key customer leaders largely because they tend to focus on company progress rather than customer needs. In this session, Greg Daines will teach his alternative approach to customer business reviews, which is both more effective at engaging key customer leaders and faster to prepare and execute. Greg will also share his Ultimate Business Review template slides to all attendees!

This panel discussion will explore the potential of generative AI (GenAI) in scaling customer success (CS) teams, operationalizing for scale, improving client experience, and reducing friction points.

The discussion will focus on the following key areas:

• Understanding GenAI Literacy: Ensuring that customer success managers (CSMs) have a solid grasp of the fundamentals of AI and GenAI, as well as broader industry trends, to effectively leverage these technologies in their work.
• Exploring Customer Success AI Tools: Examining AI-powered tools that can assist CSMs in note-taking, task list creation, automation, template generation, content creation, and integration with a single source of truth.
• Scaling CS Teams with a Customer-Product Centric Approach: Discussing the importance of aligning customer needs with the product experience, and transforming CS teams into an extension of the product team through customer feedback mechanisms, continuous experimentation, data leveraging, and personalization of the in-product experience.
• Structuring, Automating, and Standardizing CS Operations: Exploring the three key aspects of scaling CS teams: proper structure (organization, roles, segmentation, and engagement models), systems and automation (leveraging data, digital CS, and AI tools), and repeatable processes (scaling human playbooks with well-defined processes, templates, and training).
• Operationalizing CS Teams for Efficiency and Scale: Examining best practices for optimizing CS team operations, including workflow automation, resource allocation, performance measurement, and continuous improvement strategies to ensure efficiency and scalability.

The panel aims to provide valuable insights and strategies for CS teams looking to harness the power of generative AI to scale their operations, enhance client experience, and reduce friction points.