How to Fight Churn as a CSM
How to Fight Churn as a CSM
How to Fight Churn as a CSM
How to Fight Churn as a CSM
As a Customer Success Manager, you're in a constant battle to reduce churn as much as possible. Easier said than done.
We are excited to sit down in this CSM corner with Andri Annuka, Customer Success Team Lead at Pipedrive, and Morika Georgieva, Customer Success Manager at Permutive who share their experiences and best practices on fighting churn.
They cover: how to identify a risky customer, different types and reasons for churn, and strategies to prepare and reduce churn within your organization.
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.
Andri Annuka
B2B Customer Success Lead
Cachet
Andri is a customer success and operations leader with over 10 years of experience supporting B2B growth across SaaS and tech. At Cachet, he most recently led customer success for strategic B2B partners, following roles at Qminder and Fyma where he built CS functions from the ground up. Earlier, Andri spent nearly five years at Pipedrive, rising to lead customer success across EMEA and APAC. Known for his structured approach, cross-functional mindset, and customer-first execution, he excels at scaling teams and relationships in fast-moving environments.
Morika Georgieva
Head of Global CS
Permutive
Morika is a customer success and operations leader with over 10 years of experience driving global post-sales strategy in high-growth SaaS companies. At Workiva, she leads enterprise customer success across EMEA, building strategic programs for top-tier accounts. Previously, she served as Global Director of Customer Success & Operations at Permutive, where she scaled a global CS and solutions team, led NRR and NPS gains, and implemented Planhat for CS operations. Her leadership blends strategic planning, team enablement, and enterprise engagement.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
