The Tactical Playbook for Building a Scaled Customer Support and Success Operation

Session Abstract

In this session, leaders from Lucid Software share how they built a digital-first Customer Success model capable of supporting more than 100 million customers without relying on linear headcount growth. Attendees will learn how to create a scalable flywheel powered by content, community, AI, and specialized team roles, as well as strategies for structuring and incentivizing human teams to focus on the highest-impact customer interactions.