For many CS leaders, scaled customer success sits somewhere between urgent priority and unsolved puzzle. The pressure is real: growing customer bases, leaner teams, and a mandate to do more with less. But knowing where to actually begin is another thing entirely. It's easy to get stuck comparing yourself to peers, chasing the perfect framework, or waiting until you have the right tools and headcount in place. Meanwhile, a huge chunk of your customer base is getting little to no proactive attention.
That's exactly what this session is designed to tackle. Our host Tash Evans sat down with Courtney, Senior Manager of Scaled Customer Programs at Clio to cut through the noise and give CS leaders a practical starting point. Whether you're pre-pilot or already beginning to run something and looking to sharpen it, this one's for you.
What you’ll learn:
Knowing when it's time (spoiler: it's always the right time); start small, prove value, and don't let perfect be the enemy of a good pilot
Courtney's 5-pillar framework to get started: segmentation (get specific), trigger-based intervention, digital-led engagement, proactive human outreach, and a clear outcome tied to business goals
Where to start with resources: prove value with what you have before asking for headcount
Building a budget ask: lead with revenue impact, layer in product adoption, then map it to capacity
Internal stakeholders to bring along: data/BI, rev ops, marketing, and customer education
Managing the CSM-to-scaled transition: phased roll-offs, transparent messaging, and keeping an escalation path open
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