In our last CSM corner, we discussed how to succeed as a high touch Customer Success Manager. Now we dive even deeper into the topic with two very experienced enterprise experts.
In this session, Anna Steed, Senior Success Manager at Slack and Padraic McMahon, Senior Manager for Customer Success at HubSpot will share their experiences and best practices on building and succeeding as high touch CS teams.
They discuss: how to get the full picture by zooming in/out, why horizontal internal alignment is critical for external success, and how to build trust and partner with executives.
Gurprem Sagoo
Customer Success Operations Manager
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.
Anna Steed
Senior Success Manager
Senior Success Manager
Slack
Anna is a customer success and account management professional with over 10 years of experience supporting public sector clients in SaaS and telecoms. At Slack, she serves as Senior Customer Success Manager, helping government and public sector teams adopt and grow with modern collaboration tools. She previously held roles at UKCloud and Vodafone, where she managed major public accounts and led new business development across cloud and security solutions. Known for her warmth, clarity, and customer-first mindset, Anna excels at building trusted partnerships that drive long-term value.
Padraic McMahon
Senior CSM
Senior CSM
HubSpot
Padraic is a senior customer success leader with over 15 years of experience spanning SaaS, digital media, and enterprise tech. At HubSpot, he leads the EMEA Strategic Accounts Customer Success organization, supporting the company’s largest and most complex clients. A multiple award-winner, he has consistently driven top-tier retention and revenue performance, scaling high-impact teams across both startup and global enterprise environments. Prior to HubSpot, he held leadership roles at LinkedIn and Google, following an earlier career in music and academia.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
