High-touch or “white-glove” Customer Success is often treated as a perk reserved for a narrow slice of customers—typically the largest or loudest. In reality, high-touch is a strategic capability that can and should be deployed intentionally across the customer base when the conditions demand it. This session reframes high-touch Customer Success as a strategy rather than a segment. We’ll explore how to identify when and why customers need high-touch engagement, regardless of their ARR, logo size, or tier. Attendees will learn how to diagnose moments of complexity, risk, and opportunity; align high-touch motions to business outcomes; and avoid over-servicing by applying white-glove support only where it drives measurable value. The result: a scalable, insight-driven approach to high-touch Customer Success that improves retention, accelerates outcomes, and maximizes impact.