Promotes Business Transparency
Promotes Business Transparency
Promotes Business Transparency
Share
Challenge
We wanted our CSMs to have great personal relationships with clients, and scalable customer success playbooks to hit targets. Working mostly with smaller businesses via monthly subscriptions, the churn rules are different — it’s more of a numbers game.
“Planhat has really helped the onboarding team know when to activate certain steps, and which emails to send. For example, Planhat's automated alerts help us notice depreciating NRR and act in a timely manner.”
Challenge
We wanted our CSMs to have great personal relationships with clients, and scalable customer success playbooks to hit targets. Working mostly with smaller businesses via monthly subscriptions, the churn rules are different — it’s more of a numbers game.
“Planhat has really helped the onboarding team know when to activate certain steps, and which emails to send. For example, Planhat's automated alerts help us notice depreciating NRR and act in a timely manner.”
Challenge
We wanted our CSMs to have great personal relationships with clients, and scalable customer success playbooks to hit targets. Working mostly with smaller businesses via monthly subscriptions, the churn rules are different — it’s more of a numbers game.
“Planhat has really helped the onboarding team know when to activate certain steps, and which emails to send. For example, Planhat's automated alerts help us notice depreciating NRR and act in a timely manner.”
Solution
Planhat has helped the the customer onboarding team know when to activate steps and which emails to send. For example, Planhat’s automated alerts help us notice depreciating NRR and act timely. This data-driven automation has been especially valuable during new product launches, allowing us to be proactive and avoid loss of traction with customers.
Solution
Planhat has helped the the customer onboarding team know when to activate steps and which emails to send. For example, Planhat’s automated alerts help us notice depreciating NRR and act timely. This data-driven automation has been especially valuable during new product launches, allowing us to be proactive and avoid loss of traction with customers.
Impact
Planhat has encouraged us to become more data-driven, improving our overall proactiveness and business transparency. Also, Planhat has enabled more departments to leverage our existing data, which has been gold for internal buy-in.
Impact
Planhat has encouraged us to become more data-driven, improving our overall proactiveness and business transparency. Also, Planhat has enabled more departments to leverage our existing data, which has been gold for internal buy-in.
Gavin Danfelt
Director of Customer Success
PushPress
Gavin is an experienced customer success leader with over 10 years of expertise helping technology and fitness businesses build strong, lasting client relationships. At PushPress, where he has spent the past four years, Gavin advanced from Customer Success Specialist to Manager and now serves as Director of Customer Success. He leads the strategic vision for CS—driving product adoption, elevating the client experience, and building trusted partnerships across the customer lifecycle. Earlier in his career, he held operational leadership roles at North Strong Minneapolis and built a foundation in client success at When I Work.
