How to Find Patterns and Drive Outcomes Proactively

How to Find Patterns and Drive Outcomes Proactively

How to Find Patterns and Drive Outcomes Proactively

How to Find Patterns and Drive Outcomes Proactively

As a Customer Success Manager (CSM), the primary objective is to ensure customers achieve their desired outcomes.

However, information is flying in from lots of different directions and it can be hard to prioritise. This can only be accomplished by first gaining a deep understanding of their needs and requirements. So, how can you find patterns and drive outcomes? In this session, Hannah Trott, Senior Client Success Manager at Natilik, and Andri Annuka, Manager of Customer Success at Pipedrive shares their experiences and best practices on how to truly understand your customers and actively drive positive outcomes.

They'll cover which areas patterns appear in and how they relate to outcomes, how we can efficiently tackle "noise" and prioritize tasks, and what proactive measures we can employ to drive these factors.

Gurprem Sagoo

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.

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.

Hannah Trott

Head of Orchestration

easyJet

Hannah is a versatile leader with over 15 years of experience across customer success, IT operations, and service delivery. As Head of Orchestration at easyJet, she leads platform strategy and performance initiatives to improve data-driven decision making. Previously, at Natilik, she helped scale customer success across a hybrid client base, and early career roles at Travelodge, Gap, and KCOM built her foundation in technical support and complex service environments—blending strategic insight with hands-on delivery.

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.

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.

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

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