Scaled Customer Success is nothing new, but it has gained even greater significance in the current economic climate. So, what are the initial steps to consider when establishing a scaled CS team? How can we strike the perfect balance between automated interactions and maintaining a genuine human connection with customers? And what are the key metrics and KPIs that your team should track?
In this episode, our host Anika Zubair chats with Daniel Ennis, Scale Team Manager at Monday.com about scaled Customer Success and explores its significance in today's ever-evolving business landscape.
Daniel Ennis has over a decade of experience as both an individual contributor and people leader in customer success with companies and customers of all sizes. He currently leads the US scale team at Monday.com, where they built out a motion that retains, achieves success, and grows 1000s of customers.
Scaled Customer Success has seen steady growth over the years, but the events of 2022 and 2023 compelled many organizations to take it seriously. In an era where additional funding or hiring may not be reliable options, companies must find ways to empower their customers to achieve success.
Scaling customer success efforts involves finding the right balance between human and automated interactions. But it's crucial to ensure that the quality of customer interactions is not compromised as they become more digital and automated. So, how do you maintain this balance and ensure that customers feel they are receiving the full service from a CSM without a one-to-one relationship?
Listen now to the full conversation with Daniel and Anika to learn more about the concept of scaled customer success and why it's become a crucial aspect in today's business landscape.
Scale Team Manager
Monday.com
Dan is a seasoned customer success leader with over 10 years of experience scaling post-sales teams in high-growth SaaS environments. He currently leads the US Commercial Customer Success segment at Workato, following his work building and leading the Scale Customer Success function at monday.com. Throughout his career, Dan has combined a passion for customer outcomes with deep operational rigor—driving retention, improving processes, and mentoring emerging CS talent. He’s also served as a coach and growth advisor within the Catalyst community, helping elevate the next generation of CS leaders.
Founder & CEO
The Customer Success Pro
Anika is a customer success executive and founder with over 10 years of experience helping SaaS teams drive retention, revenue, and confidence at scale. She is the Founder & CEO of The Customer Success Pro, a coaching consultancy for CS professionals, and most recently served as Head of Customer Success at Griffin. Anika has held CS leadership roles at Karbon, inSided, and ZAP, and is known for her practical approach to commercial impact, strategic storytelling, and community-driven growth.
