Scaling Success: How Digital Customer Success Really Works

In this episode of CSin15, Jason and Chris take on a topic that is everywhere in Customer Success conversations today: digital and scaled Customer Success programs. With growing pressure on teams to do more with less, many organizations are looking for ways to support customers at scale. But just rolling out a few automated emails is not enough. If you are a Customer Success Manager (CSM) operating within or alongside a digital CS motion, this episode will give you tactical, practical advice on what actually works — and what does not.

Key Themes from the Episode

• What is Digital Customer Success?
  At its core, digital or scaled CS is about driving customer success outcomes with minimal human touch. That means automating routine tasks, offering self-serve education opportunities, and using technology to maintain engagement. Jason and Chris break down how this approach is designed to free up CSMs to focus on the highest-value engagements while still giving customers what they need to succeed.

• The Benefits When Done Right
  Digital CS can be a massive help when it is implemented thoughtfully. Chris shares examples of group trainings, recorded video sessions, and automated nudges triggered by product usage data. Jason emphasizes the value of having standing live training sessions where customers can always count on having access to a product expert. These motions not only increase customer enablement but also save time and allow CSMs to scale their impact across hundreds of users.

• The Importance of Content
  Both hosts agree: a digital CS program is only as good as the content it offers. Video content reigns supreme. Jason and Chris recommend recording short, targeted videos that answer specific use cases, supplemented with concise knowledge base articles. Live trainings that are recorded and repurposed into smaller video snippets can be a goldmine for scaled CS motions. The more accessible and valuable the content, the better the outcomes.

• How to Goal a Digital CS Program
  One of the biggest mistakes CSMs see organizations make is setting the wrong goals for digital CS. Jason and Chris are clear: do not goal digital CS on retention or upsell. Instead, focus on adoption. Measure success based on whether customers are activating key use cases and getting value from the product. Trying to tie digital motions to retention or expansion can create unrealistic expectations and set the program up for failure.

• Where Digital CS Programs Often Fail
  Trying to overcomplicate a digital program is a common trap. Jason warns that complex journeys and forced personalization can lead to breakdowns. Chris adds that when organizations attempt to mimic human CSM interactions through automated emails, it often backfires. Customers know when they are getting a generic message. Instead, be direct, be valuable, and be honest about what digital CS is meant to do.

Hot Takes from the Hosts

• A good digital CS program should simplify the customer's experience, not add confusion.

• Executives should not be engaged through automated messaging. Executive relationships still need a real human touch.

• If you do not have strong educational content, your digital CS program is likely going to fail.

• You should avoid trying to attribute too much success to digital CS programs. Focus on what you can truly measure, which is adoption tied to specific campaigns.

Tactical Advice for CSMs Managing Accounts in a Digital Model

• Push for the creation or use of strong video content and recorded trainings.

• Know your product usage data inside and out so you can recommend automated touchpoints that matter.

• Keep the customer journey simple and easy to follow. Do not build a complicated web of communications that lose the customer.

• If customers move from a human-managed motion to digital, communicate the change clearly and manage expectations.

Whether you are directly supporting a scaled CS program or working alongside one, this episode will help you think about your accounts differently and offer your customers real value through digital engagement.