Digital Customer Success - A New Era of Engagement

How can you scale customer success without sacrificing quality?

Marie Lunney, a seasoned expert in digital customer success, to explore the art of scaling customer success effectively. Marie shares her experiences and strategies from implementing scalable CS programs across multiple companies, offering valuable insights into building high-impact, low-cost customer success models.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- Understanding the difference between "pooled" and "portfolio" CS models for scalable customer engagement.
- Practical steps for implementing digital customer success strategies, from onboarding to proactive support.
- Tips for leveraging customer communities, data, and content to boost retention and drive adoption.

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Marie Lunney is a distinguished leader in Digital Customer Success with over 10 years of experience in B2B SaaS. She is also the founder of DCS Connect, a Slack community for scaled customer success professionals. Marie also brings a global perspective to our conversation having relocated from North Carolina to the Netherlands three years ago.

🔗 You may connect with Marie via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Join: DCS Connect on Slack

🎥 Watch: How to Build a Digital CS Team

⏬ Download: Customer Success Communities List

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here

3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here

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Chapters

• 0:00 Intro
• 1:28 Outcomes of Digital CS
• 2:50 Misconceptions about Digital CS
• 4:58 Digital CS Experience
• 5:32 Impact from Digital CS
• 6:23 Designing Effective Digital CS
• 8:46 First Steps in Implementing Digital CS
• 11:24 Quick Wins for Digital CS
• 14:17 Specialized Pooled CSM Model
• 21:06 Leading Your Customers To Achieve Value
• 22:40 Resource Focus During Onboarding Phase
• 24:37 Role of Community in CS
• 30:20 Do’s and Don’ts in Digital CS
• 31:32 Health Checks in Digital CS