How to Hit 120% NRR in 2024
How to Hit 120% NRR in 2024
How to Hit 120% NRR in 2024
How to Hit 120% NRR in 2024
As we step into a fresh year, it's crucial to establish your goals. For most Customer Success Managers, net revenue retention (NRR) stands as the benchmark metric.
Now, how can you elevate your performance to new heights?
In this session, Rich Gawlas, Founder of Onward & Upward, and Erich Gardner, Customer Success Manager at Planhat share their experiences and best practices on how to take your performance to the next level. Watch the session to learn more about: Why everyone is talking about 120% NRR, The importance of prioritising proactive over reactive work, Effective collaboration with revenue teams.
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.
Rich Gawlas
Founder
Onward & Upward
Rich is the Founder & CEO of Onward & Upward, where he helps go-to-market teams unlock AI-powered growth through prompts, playbooks, and automation. With over a decade of experience across marketing, customer success, and AI operations, he’s led consulting work for global clients and served in key roles at DiviUp, Pavilion, and Street Context. Rich brings a blend of creative strategy and hands-on execution, helping CROs scale impact with content, systems, and repeatable outcomes.
Erich Gardner
Manager of SME Customer Success, Americas
Planhat
Erich is a customer success leader with over 10 years of experience scaling post-sales teams and driving value across high-growth SaaS organizations. At Planhat, he leads SME Customer Success for the Americas, following two years overseeing CS strategy and operations for the region. Previously, Erich built the CS org from the ground up at Via and led Podium’s largest ARR enterprise portfolio, consistently achieving industry-leading NRR. He brings a strong foundation in CX strategy, change management, and cross-functional leadership, with a track record of delivering impact across strategic and commercial customer segments.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
