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Managing Uncertainty: Why Customer Success is Existential

Speakers: Ruben Rabago & Ashvin Vaidyanathan

Session Abstract

Now more than ever, SaaS leaders are intensely focused on retention strategies to minimize churn. We’ve surveyed CEOs, CFOs, and CCOs across SaaS and it is clear that existing customers are the lifeblood of every SaaS company but it’s especially true during an economic downturn. As such, accelerating your Customer Success motions is an imperative and most executives are maintaining or growing their CS teams, even post-Covid-19. Hear about some enlightening data points from this timely survey and more importantly, learn some specific strategies and tactics on how to reduce churn, better engage your customers, and find ways to surface expansion opportunities in these difficult times.