This article is based on a presentation given by Santosh at the Customer Success Festival New York in March 2023.   

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When it comes to discussing customer success (CS), especially in the realm of SaaS, the concepts of "high touch" and "scale" rarely coincide in the same sentence. Until now.

A conversation around these two seemingly distinct topics is desperately needed. 

When we talk about high-touch customer success, we traditionally infer a meticulous “white-glove” level of service. Ordinarily, this is diametrically opposed to concepts of scaling, which tends to lean heavily into digitization and broad, automated outreach. 

But as we charter the unpredictable waters of SaaS, the interplay of these two elements has been immensely valuable.

Let’s explore the journey through various facets of customer success, understanding its complexities, challenges, and the innovative strategies employed to harness optimal customer engagement and satisfaction.

In this article, I’m going to cover:

 Let's get started.