The Modern CS Scaling Playbook

When you’re first building out a CS motion, you can get away with your founder joining onboarding calls, or a hand-wavy relationship between your CSM and AM teams. 

But when you try to scale, those startup quirks quickly become speed bumps that lead to unexplained churn, cross-team friction, and burnout. 

The key to avoiding these pitfalls is building a strong CS foundation and priming your team to scale as your needs and processes evolve. Nina Wilkinson and Linnea Olson of ScaleUp CS know a thing or two about developing and scaling CS teams: they’ve done it at leading B2B software companies like Apollo, and currently provide fractional CS leadership for growth-stage SaaS companies. 

At Vitally, we partnered with Nina and Linnea over the past year to launch a monthly webinar series that teaches CS teams how to standardize processes, use AI, and scale sanely. We’ve distilled an entire year’s worth of learnings into a 15+ page playbook for modern Customer Success that you can download and use as your roadmap to scale.

Here’s What’s Inside

The Modern CS Scaling Playbook will teach you how to build and scale a CS motion in your company. You will learn:

• When and how to hire a founding CSM – and how to hire beyond them
• How to build an onboarding playbook that acts as a revenue multiplier
• How to build clear swim lanes between your AM and CSM teams for smoother upsells
• How to use AI to augment your capacity rather than replace the human touch

We also included a compensation guide, a sales-to-CS handoff template, and a CS readiness-to-hire checklist to help you get started. 

Fill out the form to get your playbook and start scaling successfully.