Evolution or Revolution? The CS Ops Shift to Digital CS, Reshaping Customer Success at Scale

Session Abstract

As SaaS companies grow, a digital customer journey is key to sustained success, making Digital CS pivotal. This panel, featuring experts who have either implemented or decided against dedicated Digital CS teams, will explore the strategic objectives, organizational structure, KPIs, necessary skillsets, and cross-functional collaboration for effective Digital CS, sharing real-life challenges and solutions, to help attendees understand the core objectives and KPIs for success, explore the optimal organizational structure (standalone vs. embedded), discover required skillsets and roles, and gain practical insights on establishing a Digital CS team and building digital customer journeys.