From Scrappy to Scalable: Inside TrustRadius’ Digital Customer Success Journey

TrustRadius didn’t have time to wait for more headcount. Their CS team was supporting thousands of accounts with just a few people, and growth wasn’t slowing down. So instead of stretching thinner, they built a (DCS) strategy that could scale outreach, guide adoption, and deliver value at every step of the journey.

This isn’t a story about automating everything. It’s a blueprint for showing up in the right moments—with the right message—whether or not a CSM is in the picture.

Inside the playbook, you’ll learn how TrustRadius:

• Launched a digital-first onboarding journey in weeks
• Turned engagement signals into timely, automated action
• Built cross-functional alignment to clean data and enable scale
• Paired digital workflows with human touchpoints that actually worked
• Responded to real feedback when parts of the program didn’t land

And if you’re just getting started, there’s a 3-step plan you can steal today.