This playbook explains how to achieve scale in customer success with efficiency by aligning resources with financial models and customer segments. It stresses that scaling is not just about growth but about doing so sustainably by balancing costs and outcomes. Using a segmentation pyramid, it distinguishes tech-touch, mid-touch, and high-touch approaches, showing how each requires tailored strategies. Technology is presented as the key enabler, with tools like automated emails, in-app engagements, webinars, user groups, and online communities supporting one-to-many models. Success depends on combining automation with human insight, ensuring retention and expansion across all customer tiers.

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