Small but Mighty: How to Drive Revenue Growth Through Digital and SMB Customer Success

Session Abstract

What was once considered the “low ARR” or long-tail segment of SaaS is quickly becoming a goldmine for companies that know how to retain and grow customers in these segments. But the key isn’t assigning one CSM to 500 accounts and calling it a day. In this session, we’ll explore how to blend AI-driven CS motions, collected insights, and one-to-many engagement with a personal touch to unlock sustainable revenue growth and market stability. Key Takeaways: How to find the right ratio for digital and scaled CS; Ways to apply proven CS methodology to deliver real value to low-ARR customers at scale; How to supercharge your approach with AI, automation, and marketing.