The TrustRadius Digital Customer Success Playbook details how the company scaled support for 4,000+ customers with only a few CSMs by implementing a digital-first strategy. Starting with segmentation and early onboarding wins, they used Gainsight tools to deliver targeted emails, in-app guides, and lifecycle programs that drove adoption, renewals, and expansion. Challenges like declining engagement and lagging renewals led to refinements in routing, segmentation, and dashboards. Results included 180 days faster onboarding, 70% quicker QBR preparation, and dramatically improved re-engagement. The playbook shows how scrappy, iterative digital strategies can deliver scale without losing human connection.

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