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.
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.
Which areas patterns appear in and how they relate to outcomes, how we can efficiently tackle "noise" and prioritize tasks, what proactive measures we can employ to drive these factors.
Gurprem Sagoo
Gurprem Sagoo
Customer Success Operations Manager
Customer Success Operations Manager
Planhat
Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.
Andri Annuka
Andri Annuka
Manager of Customer Success
Manager of Customer Success
Pipedrive
Andri Annuka is an experienced Manager of CS with over 16 years experience. He joined Pipedrive 4 years ago and started out as a CSM. He has been promoted twice and now leads a team of 6. He values empathy and communication skills and considers building relationships with various stakeholders as one of his strengths. He is passionate about building the perfect customer journey and providing the right guidance needed to achieve business goals.
Hannah Trott
Hannah Trott
Senior Client Success Manager
Senior Client Success Manager
Natilik
Hannah Trott, a professional with 15-years in the technology sector, began her career as a network engineer. At Natilik, she has established a client success practice, introducing innovative strategies and revenue models to enhance the client experience. Today, as a Senior Client Success Manager, she crafts tailored success plans, forges trusted partnerships, and integrates sustainability into client interactions.
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
