Paykeeper · Scaling

Scaling CS to 10K+ Users

Built the customer success function from the first hire and scaled it to the entire client base.

Situation

Paykeeper had no dedicated customer success function while its user base was growing quickly toward the tens of thousands.

Action

As the first CS hire, I built the function from scratch, standing up a software suite, automations, and processes so a lean team could manage the whole book.

Result

The team now supports 10,000+ users with a small, highly optimized staff, keeping service levels high as the base grows.