Daniel Ennis, Scale Team Manager at Monday.com discusses scaled customer success and explores its significance in today's ever-evolving business landscape.
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Daniel Ennis, Scale Team Manager at Monday.com discusses scaled customer success and explores its significance in today's ever-evolving business landscape.
Share
Daniel Ennis, Scale Team Manager at Monday.com discusses scaled customer success and explores its significance in today's ever-evolving business landscape.
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.
“As your company and customer base grows, it becomes important to meet your customers where they want to be met, and with the level of support that they actually need to accomplish their goals. That's not the same for every customer.”
Daniel Ennis
Scale Team Manager
Monday.com
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.
“As your company and customer base grows, it becomes important to meet your customers where they want to be met, and with the level of support that they actually need to accomplish their goals. That's not the same for every customer.”
Daniel Ennis
Scale Team Manager
Monday.com
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.
“As your company and customer base grows, it becomes important to meet your customers where they want to be met, and with the level of support that they actually need to accomplish their goals. That's not the same for every customer.”
Daniel Ennis
Scale Team Manager
Monday.com
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?
“Scaling operations is not about removing the human element entirely, but rather directing it towards the moments when customers truly require personalized attention and assistance.”
Daniel Ennis
Scale Team Manager
Monday.com
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?
“Scaling operations is not about removing the human element entirely, but rather directing it towards the moments when customers truly require personalized attention and assistance.”
Daniel Ennis
Scale Team Manager
Monday.com
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?
“Scaling operations is not about removing the human element entirely, but rather directing it towards the moments when customers truly require personalized attention and assistance.”
Daniel Ennis
Scale Team Manager
Monday.com
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.
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.
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.
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© 2025 Planhat AB