Scaling your Customer Success model is inevitable as you grow. The risk isn’t the model - it’s how you position it. In this session, Joshua Pritchett, Director of Scaled Customer Success at Okta, shares practical, field-tested techniques for guiding customers and cross-functional teams to a more scale-centric CS model that uses digital and automation to make support feel more accessible, not more distant. This isn’t about soft messaging or spin. It’s about clear positioning, internal alignment, and making scale feel intentional. Key Takeaways: - How to position the shift to pooled CS as an upgrade, not a downgrade - Techniques to reassure customers and maintain trust during transitions - How to align Sales and CS so customers hear one story — not three - Tips for using automation and digital CS to reinforce relationships - Common objections you will get, and how to shut them down calmly and credibly