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Kevin
Cai
Global Lead, Digital Customer Success
Notion
Kevin is a Customer Success leader with extensive experience building and scaling digital and enterprise success programs across SaaS organisations. He currently serves as Global Lead, Digital Customer Success at Notion, where he drives scaled customer engagement strategies and leads initiatives to improve adoption and value realisation across global customer segments. Over his tenure at Notion, he has progressed through multiple Customer Success roles, developing and operationalising programs that support enterprise growth and customer outcomes. Previously, Kevin held Customer Success roles at Udemy and Betterworks, where he focused on enterprise customer engagement, scaled success programs, and driving measurable impact through learning, performance, and productivity platforms.
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22 September 2026 11:15 - 12:00
Building a digital customer success engine
Digital Customer Success isn't just about automating customer interactions, it's about creating scalable, personalized experiences that drive adoption, retention, and growth. In this interactive 45-minute workshop, Kevin Cai, Global Lead of Digital Customer Success at Notion, will guide participants through the fundamentals of building a Digital CS strategy from the ground up. Through real-world examples, hands-on activities, and group discussions, attendees will learn how to identify the right customer journeys, design impactful digital touchpoints, and balance automation with human engagement. Whether you're just starting your digital CS journey or looking to refine your approach, you'll leave with a practical framework and actionable ideas to begin building your own Digital Customer Success program.