The Customer Success Pro Podcast How to Build Digital Success Plans That Actually Drive Adoption with Alana Stoltzfus
Nov 19, 2025
In this discussion, Alana Stoltzfus, a leader in digital customer success at Okta, shares her journey from hands-on customer support to scaling self-service programs. She delves into the importance of digital growth and how Okta's Success Hub personalizes the customer experience. Alana highlights the significance of goal-driven communication, tiered customer entitlements, and the tech tools that enhance their strategies. Key lessons include starting small, the value of data, and adapting to customer needs for continual improvement.
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Prioritize Data And Delivery Tools
- Build the data foundation and delivery tools first so digital experiences can scale across teams and channels.
- Focus your team on data, insights, experiences, and the tools that get recommendations to customers.
Tiered Entitlements Drive Digital Experiences
- Okta segments customers by success entitlement (basic, silver, gold) and delivers digital differently per tier.
- Digital serves everyone but the level of personalization and human augmentation increases with paid entitlements.
Goal-Led Recommendations Beat Overwhelm
- The Success Hub solves 'I don't know what I don't know' by combining product data with goal-driven recommendations.
- Customers select a business goal and unlock a short, contextual checklist of actions tied to that goal.