Signs You Need to Scale: Building Self-Service for the Bottom Line

Session Abstract

2026 is coming and revenue per headcount will be top of your execs' minds. You're asked to increase your CSM ratios while taking on commercial responsibilities, as your customer base grows. So how do you take on these challenges? By investing in programs that will scale customer adoption and self-service, you'll drive necessary outcomes while respecting gross margin. In this session, Adam Avramescu will share experiences working with companies such as Optimizely, Checkr, Slack, and Personio through various stages of growth who saw the need to drive scalable self-service through educational programs, communities, digital customer success, and more. You'll learn how to position these solutions with your leadership, evaluate which programs to put in place, and avoid common mistakes at each stage. You'll walk out ready to find the right tools for your business and customers -- and hopefully save some pain along the way!