The Customer Success Pro Podcast How to Build Digital Success Plans That Actually Drive Adoption with Alana Stoltzfus
Nov 19, 2025
In this discussion, Alana Stoltzfus, a leader in digital customer success at Okta, shares her journey from hands-on customer support to scaling self-service programs. She delves into the importance of digital growth and how Okta's Success Hub personalizes the customer experience. Alana highlights the significance of goal-driven communication, tiered customer entitlements, and the tech tools that enhance their strategies. Key lessons include starting small, the value of data, and adapting to customer needs for continual improvement.
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From Repeated Emails To Digital CS
- Alana started digital CS by automating repetitive CSM tasks she was doing at LinkedIn and building scalable onboarding resources.
- That initial 20% side effort grew into a full-time career focus and led her to Atlassian and Okta.
Digital Growth Frames Success Differently
- Okta calls the function Digital Growth to emphasize expanding customer outcomes, not just marketing growth.
- The team serves post-sales roles and builds experiences that drive adoption, retention, and expansion.
Prioritize Data And Delivery Tools
- Build the data foundation and delivery tools first so digital experiences can scale across teams and channels.
- Focus your team on data, insights, experiences, and the tools that get recommendations to customers.