3 Top Challenges for a CSM 2023
3 Top Challenges for a CSM 2023
3 Top Challenges for a CSM 2023
3 Top Challenges for a CSM 2023
As we approach the end of the year, it's a time for reflection and progress. So, what are some major hurdles that CSMs encountered in 2023?
In this session, Chloe Hammond, Senior Customer Success Manager at Slack and McKenna Claffey, Customer Experience Manager at Pendo share their experiences and best practices on the challenges that the world of customer success encountered in the past year. Watch the session to learn more about: Navigating customer layoffs effectively, Becoming an internal champion for customer success, The role of AI as we step into 2024
Gurprem is a customer success operations leader with over 10 years of experience in enterprise SaaS, spanning both frontline CS and systems strategy. At Planhat, where he has spent the past five years, he leads global CS operations—owning internal processes, tooling, and data flows to drive efficiency and revenue alignment. He previously served as a Customer Success Manager, a role for which he earnt the CSM of the Year award in 2023. Before Planhat, Gurprem spent over three years at Box, where he advanced through analyst and manager roles focused on expansion, customer ROI, and operational scale.
Chloe Hammond
Senior CSM
Slack
Chloe is a Principal Customer Success Manager at Asana, partnering with enterprise customers to drive collaboration and achieve strategic outcomes at scale. She brings over 6 years of customer success experience in fast-paced SaaS environments, including five years at Slack where she progressed from CSM to Principal CSM, leading complex deployments across EMEA. Known for her thoughtful stakeholder engagement and cross-functional leadership, Chloe blends digital fluency with a people-first approach, honed through roles at Salesforce, Microsoft, and the NHS.
McKenna Claffey
Enterprise Customer Success Manager
Pendo.io
McKenna is an Enterprise Customer Success Manager at Pendo, where she supports strategic customers through complex adoption journeys and contributes to the company’s scaled success model. Over the past four years, she’s progressed through multiple roles at Pendo—including Sales Development and Senior CSM—earning President’s Club recognition for her impact. Earlier in her career, McKenna held sales and account management roles at Bloomberg Industry Group and The Daily Tar Heel, where she built a strong foundation in customer engagement and commercial storytelling.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
