Customer Success Talks How to scale Customer Success: Strategies for Growth
6 snips
Nov 26, 2025 In this insightful discussion, Denny Burda, Chief Customer Officer at River Consultancy Group, shares his expertise on scaling Customer Success effectively. He emphasizes the importance of leveraging data and experimentation to identify growth opportunities, particularly among mid-performing customers. Denny discusses automating outreach while maintaining personal connections, and converting engaged users into advocates. He also highlights the need for evolving CS skills and cross-team collaboration to drive measurable SaaS growth, along with a sneak peek into his upcoming workshop, The Revenue Lab.
AI Snips
Chapters
Transcript
Episode notes
Automate Personalized Outreach At Scale
- Automate personalized outreach to large books of customers using templates and video to scale engagement quickly.
- Use responses to segment users for tailored follow-ups, webinars, or success stories to drive adoption and expansion.
QBRs Are Impossible For Huge Books
- Denny recalled being pressured to run QBRs for CSMs with 80–200 accounts and how that was impossible at scale.
- That experience convinced him enterprise methods don't translate to large portfolios.
Scale What Already Works In Your Segment
- Scaling enterprise motions down to large portfolios rarely works; instead scale what already succeeds within the segment.
- Focus experiments on repeatable motions that can be applied across many similar accounts.