Customer Success at Scale: Solving the Paradox That’s Draining Your Team

Session Abstract

Customer Success teams are caught in an impossible bind: customers demand more personalization than ever, but budgets and headcount aren’t keeping up. This is the Paradox of Scale—where growth stretches teams thin, leading to burnout, inefficiency, and declining customer experiences. Traditional models of high-touch engagement don’t scale, and low-touch automation often feels impersonal. The solution isn’t choosing between efficiency and engagement—it’s redefining how CS operates.