The Customer Success team had <50% customer coverage and needed to scale to 100% without increasing headcount.

Discovery revealed that all risks—regardless of severity—were handled with one-off calls. Every Call to Action (CTA) triggered a 1:1 outreach, consuming CSM time on administrative tasks instead of strategic conversations.

We shifted from reactive outreach to a data-informed, strategic engagement model.
Using automation, we:

• Leveraged product instrumentation and behavioral data to assess real risk.
• Prioritized CTAs based on impact and customer behavior—not just volume or timing.
• Triggered personal outreach only when a strategic conversation was warranted.
• Tracked risks, solutions, and outcomes to identify root causes and adjust tactics.

This shift enabled us to reduce churn risk, increase product usage, and ensure ongoing measurement and adaptability.

We piloted this approach with a focus on product login behavior, targeting organizations with no logins in 30+ days.

• Open and click-through rates exceeded company email benchmarks.
• In less than 3 months, 70% of targeted organizations had resumed product usage.
• Only 75 CSM calls were needed—down from 788—eliminating 713 manual contacts.
• Uncovered root causes of login issues and implemented targeted resolutions.

Hyperfocus on Outcomes, Not Activities
In this case, our goal was to increase customer coverage to 100% without adding headcount. That clarity gave us the freedom to challenge the status quo and try new, scalable approaches.

Start with Discovery
Before solving the problem, understand the existing process. Map out how work is currently done, what’s working, and where inefficiencies or redundancies exist.

Use Automation as a Force Multiplier
Automation shouldn’t replace your team—it should amplify their impact. Let automation handle repetitive or low-value tasks so your team can focus on strategic, human-centered conversations.

Track and Learn from Triggers
Don’t stop at surface-level fixes. By identifying the underlying reasons behind risky behaviors, you can solve root causes and proactively reduce churn.

Measure and Iterate
Set measurable goals and track performance over time. Metrics like login frequency, CTA response rates, or engagement levels give you the feedback loop needed to continuously refine your strategy.