Digital Customer Success at Scale: How a Small Team Supports 10,000 Customers | EP93

Episode notes

10,000 customers. One small team. A retention strategy strong enough to make sales rethink account coverage. Andrew Carothers has built digital customer success at enterprise scale, first at Cisco across hundreds of thousands of accounts, and now at Proofpoint as Global Head of Digital Customer Success. On Account Management Secrets with host Alex Raymond, he makes the case that the way teams think about coverage, touch, and retention needs to evolve. The accounts you're not calling aren't automatically lost causes. With the right scaled customer success program, digital-first customer segments can produce far better retention results than many teams expect. Andrew’s team proved that at Cisco, where sales eventually asked them to take on larger account segments after seeing their retention results. The secret wasn’t more headcount. It was a smarter customer retention strategy built around behavior change rather than communication volume. This episode is for anyone who has ever wondered how to grow accounts without growing the team.

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