Why product adoption is broken in most SaaS companies


We are excited to present our webinar on “Why product adoption is broken in most SaaS companies” with Christian Jakenfelds, Field Researcher in CS at Planhat, Lauren Cumming, Director of CS at Candu, Elise Marengo, Head of CS at UserPilot, and Ryan O'Connell, Head of Implementation and CS at Thrive Learning.

Watch the session to learn:

  1. What mistakes most SaaS companies make with adoption

  2. Who should own what part of the adoption process

  3. How to get everyone in your company on the same page

  4. And much more..


Christian Jakenfelds has had multiple different customer facing roles. He joined Tessian as one of their first CSMs and this is where he saw how CS is the engine for growth in SaaS businesses. He now works with Planhat in the UK market and has been named in the top 25 CS Influencers in 2021.


Lauren Cumming is the Director of Customer Success at Candu and also co-runs CSM LDN. She has spent her entire career immersed in the world of Customer Success at early-stage SaaS companies in both London and NZ. She spent the last four years in the Proptech space at Fixflo where she started & scaled their CS function and is now working for Candu, helping SaaS businesses improve their in-product user experiences.

Elise Marengo is the Head of Customer Success at UserPilot. A classroom teacher with a masters degree in K-12 language education, Elise never saw herself working in technology, but when she was approached by Userpilot to consider a position as their first Customer Success hire, she saw an incredible learning opportunity. What she came to realize, was that while her "classroom" was now primarily comprised of zoom rooms and her student´s age range had jumped up quite a bit, the pillars of her role still rested on the same foundation: Education.

Ryan O'Connell is the Head of Implementation and Customer Success at Thrive Learning. He has been in the learning industry for almost 15 years, helping customers user learning to drive organisational performance and objectives. In the 18 months since Ryan joined Thrive, they boast some of the industry's highest customer satisfaction scores and a 99% customer retention rate.

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