For growing businesses, offering customer success at scale can pose a real challenge. At Intercom, we found ourselves in exactly this position and it started to cost us in terms of becoming outnumbered and dropping the ball with our customers.

In this article, I’ll explain our journey, how we came to the decision to start scaling our approach and why, and how we transitioned our CS org from ‘support on steroids’ to a strategic partner in the business using living resources, scalable content, and a targeted and proactive approach.