The art of scaling Customer Success

Customer success at scale has been a longstanding practice, but it has gained even greater significance in the current economy. 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 IC and people leader in customer success with companies and customers of all sizes. Dan worked with large enterprise customers as well as the long tail of low ARR, high volume customers. He currently leads the US Scale CS team at monday.com, where they built out a motion that retains, achieves success, and grows 1000s of customers. He was a part of building this out from day 1 at Monday, and has been scaling CS for years.

Scaled customer success has seen steady growth over the years, but the events of 2022 and 2023 compelled many organizations that were not already heading in that direction 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.”

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?

“The foremost principle is that automations should always prioritize the customer. While it may sound cliché, it cannot be emphasized enough. Starting with a mindset of automating tasks solely to lighten the load on your team may result in a service that feels overly mechanized to the customer. A more effective approach involves leveraging data to determine when human intervention is necessary and appropriate. 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.”

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.