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Summary
One-to-one customer success breaks down once you support thousands of accounts, and Kat Breeggemann, Digital Customer Experience Manager at Automox, builds the scaled programs that fill the gap. She uses product-usage data to spot where users get stuck and reaches them proactively with in-app messaging inside the console: banners, pop-ups, guides, and tooltips that teach the next step right where someone needs it. Her guiding rule is to never assume your end user knows what to do, and that rule shapes where Automox places that education. Kat also traces her path from journalism into customer success and shares advice on building a tech career around the work you like, not just a passion.
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