Why “Scaled CS” Isn’t Really Customer Success… with Amy Rath

What if the way we talk about “scaled customer success” is all wrong? Amy Rath believes we’ve mislabeled a critical function and, by doing so, we’re creating confusion, burnout, and risk for our teams and our customers. Alyssa Nolte digs in to rethink what real customer success should look like and why redefining it could change the future of how companies grow.Amy shares how scaling the wrong way can actually weaken relationships, blur responsibilities, and hurt retention. Together, they unpack what true customer success looks like, why it deserves its own definition, and how leaders can get it right before it’s too late.You’ll learn:Why “scaled CS” and “true CS” require different skills and why that mattersHow to measure real customer success (and finally get credit for it)The first step every company should take before scaling their CS modelIf you’ve ever felt that your CS team’s role is misunderstood or undervalued, this episode will help you see the path forward and rethink what success really means.