How Orca Scaled Customer Success Without Adding Headcount

When Ty Murphy was asked to take over Orca Security’s scaled success segment, he didn’t inherit a playbook — he inherited a problem. His team was responsible for nearly 500 accounts generating $8–10M in renewals. These customers were strategically important, high-growth, and product-hungry. But there was one catch: they weren’t getting a dedicated CSM. That meant Ty had to solve a question every CS leader eventually faces: How do you deliver a high-quality experience without 1:1 support?

Here’s how Orca turned that challenge into one of its most scalable success programs.

The Challenge: Growing Accounts, Shrinking Bandwidth

Orca’s product is highly adoptable. Many customers start small, then expand rapidly once they see the value. That growth potential made the scaled cohort critically important — but it also made traditional CS support unsustainable. Previously, onboarding meant two full days of training per customer — four hours across two roles, every time. Multiply that across hundreds of customers, and the cost model falls apart. Ty’s early attempts to scale — like monthly webinars — fell flat. Engagement was low, and without individual tracking, it was impossible to know who was actually getting value.

We needed something far more dynamic than a static help center, something that could guide users proactively, not reactively.

The Solution: From Documentation to Digital Journeys

Orca deployed EverAfter to power a completely reimagined user experience. Instead of static documentation, new customers are welcomed into a tailored user center. They’re onboarded not as accounts, but as individuals — each with a defined role, unique goals, and a curated path forward.

The journey begins the moment a contract is signed:

• A pooled alias ("Echo") reaches out to guide the user
• Each user receives a role-specific onboarding experience
• Progress is tracked at the contact level, not just the account
• Content includes videos, micro-trainings, quizzes, and more
• CS teams can monitor engagement and intervene precisely where needed

The result? A structured, scalable, and self-paced journey that supports long-term adoption — not just initial setup.

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We don’t want to check a box and say an account is onboarded, we want to know which users are enabled, what content resonated, and where the gaps are.

Why It Worked

Orca’s approach wasn’t just about content delivery — it was about visibility and control.

1. Contact-Level Insight: By tracking onboarding at the individual level, Orca avoids the false confidence of account-level metrics. If a key technical contact leaves, they know exactly who still needs training — and they can act quickly.
2. Real-Time Adaptation: With detailed analytics, Orca can identify which personas engage with which content, then adapt based on actual usage trends. For example, if DevOps users aren’t completing a journey, that signals a gap in the content strategy.
3. Strategic Automation: Automated journeys allow the team to support hundreds of users simultaneously — with relevant content, not generic messaging. And when CSMs do engage, it’s targeted and high-impact.

The Business Impact

While Ty’s team is still building out formal dashboards, the results are already clear:

• Hundreds of onboarding hours saved by replacing manual sessions with scalable journeys
• Higher renewal rates in the scaled cohort compared to previous years
• Positive customer sentiment, with NPS-style feedback consistently scoring 10/10
• Sales team alignment, using the user center as a value-add in competitive deals

Perhaps most importantly, it’s created a foundation for scale.

We’re onboarding 1,300 users, not 400 accounts, without a platform like EverAfter, this simply wouldn’t be possible.

What’s Next

With a growing team, more content in development, and new insights emerging through integrations with Salesforce and Looker, Orca’s scaled success strategy is entering its next phase.

The team is now focusing on:

• Building journeys by role and persona
• Translating content for international users
• Reporting on user-level adoption trends to inform product and CS strategies

It’s not just onboarding anymore. It’s a continuous, data-driven success model.

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Final Takeaway for CS Leaders

If you're tasked with scaling without sacrificing the customer experience, take this from Ty’s playbook:

• Map the journey by user, not just by account
• Invest in content that drives self-sufficiency
• Use data to personalize, not just to report
• Automate what you can — but monitor what matters

This isn’t about doing more with less. It’s about doing better with what you already have.