Stop Texting All Your Wedding Guests

Written By Denis Lixandru

There’s a sacred myth in the world of Customer Success:


“If you just have more coffee chats with your customers, everything will be fine.”

Strategic conversations over virtual lattes are fantastic. Scaling that to hundreds or thousands of accounts is a different story. That’s like trying to personally text every guest at your wedding to ask if they liked the cake. It’s sweet. It’s thoughtful. It’s also absolutely impossible.

Enter: Digital Engagement, the Silent Sidekick

This is where technology quietly steps in. Not to replace you, but to make sure you don’t turn into a burnt-out espresso shot.

Consider the possibilities:

  • Automated but personalized emails
    Because no one wants to be greeted with “Dear [First_Name]”. We’re in 2025, not 2002.

  • In-app guidance and tooltips
    Like GPS for product adoption. No one has time to dig through a 27-page onboarding deck.

  • On-demand video and resource hubs
    Because PDFs belong to a different era.

  • Communities and peer-to-peer learning
    When customers help each other, it’s like group therapy for ARR.

  • Proactive alerts and health scores
    Catching churn before it even considers showing up.

The Real Power Move

When digital engagement is done right, customers don’t feel neglected. They feel empowered. They learn, grow, and engage on their terms. Meanwhile, your CSM team can focus on what actually requires human brainpower: strategic conversations that move the needle.

  • And here’s the part many companies miss:

  • Tech touch isn’t just for low spend accounts.

  • It’s not the cheap seats of CS.

  • It’s the multiplier that makes high touch sustainable.

High Touch Plus Tech Touch Equals Real Scale

The future of Customer Success isn’t about choosing between white-glove service and automation. It’s about making them work together. Like peanut butter and jelly. Like drag queens lip syncing to Lady Gaga. Like a perfectly brewed espresso with the right amount of foam.

Keep your meaningful 1:1 conversations.

Keep the strategic sessions that help customers see the bigger picture.

But give yourself permission to scale smart.

Your future self, your team, and your customers will all thank you.

Denis Lixandru
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