What happens when your tried-and-true Customer Success playbook doesn’t match the reality you are in? In this honest and story-driven session, Kate Sygrove draws on 20+ years of SaaS experience to share the evolution of Customer Success at Mouseflow, from traditional white glove service for Enterprise clients to launching digital Customer Success for Standard plan users. You’ll hear practical insights on adapting customer success for mix touch portfolios, designing workflows that replicate value moments, and how digital touchpoints aren’t just for digital customer success —they can strengthen your Enterprise CS game, too. We will look at:
- Why adaptability is your greatest CS asset
- How Enterprise strategies can inform digital workflows
- How digital CS can enrich your Enterprise approach
- The importance of cross-functional collaboration for scalable success
