Scaling customer success is essential to drive growth while maintaining personalized customer experiences. This presentation explores how GoCardless, a global leader in recurring payments, implemented a scaled customer success strategy to support thousands of businesses efficiently. We’ll discuss the innovative tools, automation techniques, and data-driven insights used to enhance customer engagement, reduce churn, and promote self-service adoption. Gain actionable takeaways on balancing automation with human touch, designing scalable playbooks, and leveraging customer feedback to continually refine the CS approach.