In this episode, host Emma Lo chats with Holly Goodliffe, a Digital Customer Success expert who’s built Digital CS functions at Adobe and other top SaaS companies.

Holly breaks down the essentials of launching a successful Digital CS program, including:

• How to Get Started: The first steps to building a scalable Digital CS function.
• The ONE Metric That Matters: Why active usage should be your North Star.
• Collaboration Across Teams: Aligning marketing, product, and CS for customer impact.
• Blending Digital & Human Touch: Scaling effectively while keeping the customer experience personal.

Key Insight: Start with why. Holly explains why clarifying your business goals is critical to a successful Digital CS strategy.

If you're a SaaS leader, CS professional, or just curious about digital strategies for retention and growth, this episode is your go-to guide for actionable insights.

Connect with Holly Goodliffe

https://hollygoodliffe.com/

https://www.linkedin.com/in/hollygoodliffe/