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. Attendees will gain actionable takeaways on balancing automation with human touch, designing scalable playbooks, and leveraging customer feedback to continually refine the CS approach. Learn how GoCardless transformed its customer success model to foster growth, operational efficiency, and customer satisfaction at scale.