Scaling Customer Success doesn’t have to mean endlessly adding headcount. In this session, Laurence Leong will dive into the power of pooled CS teams - how they can deliver efficiency, flexibility, and personalized customer experiences at scale. You’ll learn practical strategies for: - maximizing resources - optimizing workflows - ensuring every customer feels prioritized, even as your team grows. Discover real-world examples and frameworks that make expansion manageable without compromising quality or customer trust. Whether you’re looking to unlock new growth opportunities, streamline operations, or elevate your team’s impact, this session will provide actionable insights to transform the way your CS organization works.