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?

Gurprem Sagoo

On

text

Nov 29, 2023

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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?

Gurprem Sagoo

On

text

Nov 29, 2023

Share

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?

Gurprem Sagoo

On

text

Nov 29, 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?

Gurprem Sagoo

On

text

Nov 29, 2023

Share

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

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

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

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 Sagoo

Moderator

Customer Success Operations Manager

Planhat

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.

Gurprem Sagoo

Moderator

Customer Success Operations Manager

Planhat

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.

Gurprem Sagoo

Moderator

Customer Success Operations Manager

Planhat

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.

Gurprem Sagoo

Moderator

Customer Success Operations Manager

Planhat

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.

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.

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.

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.

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.

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.

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.

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Customer Analytics

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Online

Feb 16, 2022

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Customer Success

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Online

Mar 8, 2022

Panel

Leadership

How to Fight Churn as a CSM

Online

Mar 30, 2022

Panel

Churn

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Online

May 10, 2022

Panel

Revenue

CCO: Why You Need One (and How to Become One)

Online

Jun 7, 2022

Panel

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Panel

Careers

How to Do High Touch Customer Success

Online

Mar 15, 2023

Panel

Productivity

Where Will the CS Pendulum Stop?

Online

Apr 5, 2023

Panel

Customer Success

My Customers are Churning: What Do I Do?

Online

Apr 19, 2023

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Churn

What Does it Take to be a Head of CS?

Online

May 10, 2023

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Careers

My Customers are Churning: What Do I Do?

Online

May 25, 2023

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Churn

How to Use CX as a Key Differentiator

Online

Jun 6, 2023

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Customer Success

Career Options in CS

Online

Jun 21, 2023

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Careers

What Does it Take to be a Director of CS?

Online

Jul 5, 2023

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Careers

What Does it Take to be a VP of CS?

Online

Aug 17, 2023

Panel

Careers

CSMs Role in Customer Onboarding

Online

Aug 30, 2023

Panel

Onboarding

What Does it Take to be a CCO?

Online

Sep 13, 2023

Panel

Careers

Mastering Change Management as a CSM

Online

Sep 27, 2023

Panel

Careers

Find Patterns and Drive Outcomes Proactively

Online

Oct 11, 2023

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Customer Analytics

Private Equity: Investing in Customer Success

Online

Oct 25, 2023

Panel

Markets

700+ reviews

An abstract render of a Planhat customer profile, including timeseries data and interaction records from Jira and Salesforce.

Thought-leading customer-centric content, direct to your inbox every month.

Solutions

Overview

CRM

PSA

For Customer Success

Cisco CX Specialization

Philanthropy

AI Deployment

Platform

Features

Views

Workflows

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Automations

Integrations

Changelog

Resources

Pricing

Editorial

Webinars

Planhat Open

Help Center

Developers

RFP Template

Security

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Impact Studies

Software

Business Services

Connected Businesses

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Legal

Planhat is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.

© 2025 Planhat AB

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700+ reviews

An abstract render of a Planhat customer profile, including timeseries data and interaction records from Jira and Salesforce.

Thought-leading customer-centric content, direct to your inbox every month.

Solutions

Overview

CRM

PSA

For Customer Success

Cisco CX Specialization

Philanthropy

AI Deployment

Platform

Features

Views

Workflows

Metrics

Automations

Integrations

Changelog

Resources

Pricing

Editorial

Webinars

Planhat Open

Help Center

Developers

RFP Template

Security

Customers

Impact Studies

Software

Business Services

Connected Businesses

Financial Services

Healthcare & Life Sciences

IT Services

Company

About

Careers

Press

Partnerships

Events

Contact

Legal

Planhat is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.

© 2025 Planhat AB

Terms of Service

Privacy Policy

Cookie Policy

Status

700+ reviews

Thought-leading customer-centric content, direct to your inbox every month.

Solutions

Overview

CRM

PSA

For Customer Success

Cisco CX Specialization

Philanthropy

AI Deployment

Platform

Features

Views

Workflows

Metrics

Automations

Integrations

Changelog

Resources

Pricing

Editorial

Webinars

Planhat Open

Help Center

Developers

RFP Template

Security

Customers

Impact Studies

Software

Business Services

Connected Businesses

Financial Services

Healthcare & Life Sciences

IT Services

Company

About

Careers

Press

Partnerships

Events

Contact

Legal

Planhat is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.

© 2025 Planhat AB

Terms of Service

Privacy Policy

Cookie Policy

Status

700+ reviews

Thought-leading customer-centric content, direct to your inbox every month.

Solutions

Overview

CRM

PSA

For Customer Success

Cisco CX Specialization

Philanthropy

AI Deployment

Platform

Features

Views

Workflows

Metrics

Automations

Integrations

Changelog

Resources

Pricing

Editorial

Webinars

Planhat Open

Help Center

Developers

RFP Template

Security

Customers

Impact Studies

Software

Business Services

Connected Businesses

Financial Services

Healthcare & Life Sciences

IT Services

Company

About

Careers

Press

Partnerships

Events

Contact

Legal

Planhat is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.

© 2025 Planhat AB

Terms of Service

Privacy Policy

Cookie Policy

Status