As Customer Success teams look to scale, supporting low-touch or lower-revenue customers efficiently becomes critical - but it's not without challenges. In this presentation, we’ll share lessons learned from building a scaled CS model where 80% of revenue comes from non-high-value accounts. Discover what worked, what didn’t, and how we balanced automation, segmentation, and customer experience to drive impact at scale. Whether you're starting to scale or refining your approach, these insights will help you support the long tail more effectively.