In this episode, we had the pleasure to learn from Denny Burda, who explored what it really takes to scale Customer Success effectively.

From driving revenue growth to enhancing customer engagement, he unpacks the strategies, tools, and mindsets that help CSMs build scalable, high-performing programs.

Denny shares practical insights on leveraging data, experimentation, and collaboration across teams to uncover new growth opportunities.

Whether you’re a CSM managing a large portfolio or a leader aiming to optimize your CS organization, this episode offers actionable strategies to take your customer success efforts to the next level.

Key Takeaways:

- Customer Success is a dynamic and evolving discipline.- Scaling requires creativity, collaboration, and experimentation.

- Focus on middle-performing customers for growth opportunities.

- Use data insights to drive meaningful customer engagement.

- Automate and streamline processes to maximize efficiency.

- Build strong relationships at scale by combining technology and empathy.

Denny also gave us a sneak peek into The Revenue Lab — a 6-week series starting January 15, 2026, in collaboration with CS Connect, designed to help CS professionals tie their work directly to revenue impact.

Check it out: https://www.tickettailor.com/events/csconnect/1923015

Connect with Us:

Denny Burda - https://www.linkedin.com/in/dennyburda/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/