Lessons Learned in Building Scaled Customer Success

Session Abstract

With growing customer bases and limited resources, scaling Customer Success is no longer optional—it’s essential. At Okta, Laurence Leong, Head of Scaled Customer Success, has built a digital-first, pooled CSM model to support tens of thousands of customers. In this session, he’ll share key insights and lessons learned from the journey. What you'll walk away with: A clear picture of what a successful scaled CS program looks like. Lessons learned from building scaled customer success from the ground up. How scaled Customer Success and digital programs "trickle up" to make high-touch customer success even more effective.