Customer Success When You’re Not Small Anymore

Editor Notes

The Scoop

You’re stuck in no-man’s land – too big for startup antics, too real for corporate theater. Let’s fix that.

This week’s lineup:

• How to balance “we know your kids’ names” energy with “we need to hit Q3” reality

• Getting AI to help play devil’s advocate with your website or products customer success.

Cheers,

Tomas - Chief CS Enthusiast, The Customer Champion

P.S. My LinkedIn post just exposed why reactive support teams are like goalies playing solo. Spoiler: 72% of companies betting on proactive CS saw churn drop by 19% in Q1.

Featured Article

Scaling Customer Success When You’re Not Small Anymore

You’ve outgrown the scrappy startup playbook, but enterprise-level rigidity would smother the agility that got you here.

But this phase requires a mindset shift. It’s not about mimicking startups or chasing enterprise vanity metrics. It’s about leveraging your unique position to carve a third path – one where customer success becomes your competitive edge, not a checkbox.

Let’s talk about how to own this moment.

Balancing Scalability with Personalisation

As a ME (Medium Enterprise), you're dealing with a growing customer base, but you're not quite at the point where you can afford to lose that personal touch. It's like trying to remember the names of all your high school classmates - challenging, but not impossible.

Key Takeaway: Segment your customers based on factors like revenue, growth potential, and strategic importance. Develop tailored CS approaches for each segment, leveraging technology to scale your efforts without losing the human touch.

Investing in CS Technology

At the ME stage, spreadsheets and basic CRM systems just won't cut it anymore. It's time to level up your tech stack to support your growing CS operations.

Key Takeaway: Invest in a CS platform that can grow with you. Look for features like customer health scoring, automated workflows, and advanced analytics.

Developing a Data-Driven CS Strategy

As your customer base grows, gut feelings and anecdotal evidence won't be enough to drive your CS strategy. It's time to let data take the wheel.

Key Takeaway: Define clear, measurable CS metrics aligned with your business goals. Use data to identify trends, predict outcomes, and inform your CS strategies.

Building a Scalable Onboarding Process

As you grow, you can't afford to have your CS team holding hands with every new customer. You need an onboarding process that scales.

Key Takeaway: Develop a multi-tiered onboarding process that combines self-serve resources with personalised support for high-value accounts.

Fostering Cross-Functional Collaboration

In the ME stage, CS can't operate in a silo. It needs to be tightly integrated with other departments to deliver a cohesive customer experience.

Key Takeaway: Establish regular touchpoints between CS and other departments. Consider creating cross-functional teams focused on improving specific aspects of the customer journey.

Mic Drop

The Medium Enterprise phase isn’t about “graduating” to enterprise. It’s about owning your messy middle ground. You’re not a startup, so stop acting like one. You’re not an enterprise, so quit cosplaying as IBM.

Embrace your "awkward teenage years" of business growth.

Go be great at being medium.

Quick Tips

Let AI Sniff Out Blind Spots

How you can use AI to help you audit your website or product to highlight areas like onboarding effectiveness, feature adoption gaps, or churn risks.

digitalsamaritan

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Events

Save The Date

All for Customer Paris 2025
📅 Date: April 1-3, 2025
📍 Location: Paris, France
🌐 Website: https://www.all4customer-paris.com/en

X4 Summit 2025
📅 Date: March 18-20, 2025
📍 Location: Salt Lake City, Utah, USA
🌐 Website: https://www.qualtrics.com/x4summit/

Customer Experience Asia Week 2025
📅 Date: June 17-20, 2025
📍 Location: Singapore
🌐 Website: https://www.cxnetwork.com/events-customerexperienceasia

Deep Dive

What We've Been Reading

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph A. Michelli

The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman and Rick DeLisi

What We've Been Listening Too

It's Not About The Customer's Journey With Our Platform, It's About The Customer's Journey by Punk CX

Your Customers Expect More by CX Insider

What We've Been Watching

Erica Anderson, CRO of Notion and Abbas Haider Ali, VP of CS at GitHub, share their unique experiences and professional journey starting at GitHub and continuing to Notion. Learn about building effective customer success teams, the importance of the right KPIs, balancing investments, and fostering great CRO-CCO relationships. Find out how both structured and pod organizational models can contribute to business growth, and gain insights into effective monetization strategies for various customer-facing roles.