Delivering an Outstanding Customer Experience at Scale
Delivering an Outstanding Customer Experience at Scale
Delivering an Outstanding Customer Experience at Scale
Delivering an Outstanding Customer Experience at Scale
Managing lots of customers is impossible through direct 1:1 engagement, so how can you pull in the wider go-to-market teams to help provide an outstanding experience?
Scaled customer management is at its best when leveraging resources and processes across the entire customer journey. But how and where do you start? The best scaled customer experience is more than just sending automated emails every so often, or is it?
With Customer Success being asked to do more than ever, how can CSMs create great experiences for the huge amount of customers they manage? Gurprem Sagoo, Katie Culp, and Amanda Silva discuss the importance of working cross-functionally to deliver an outstanding customer experience.
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.
Amanda Silva
Principal CS Coach
Sensei Labs
Amanda is a customer success executive and transformation strategist with over 15 years of experience leading teams and scaling post-sales functions. At Sensei Labs, she serves as Principal Customer Success Coach, where she drives strategic initiatives across CS operations and manages a global enterprise portfolio. Her background spans leadership roles including Chief Customer Officer at Knewin and Director of Customer Success at Zenklub, where she built and led high-performing teams through periods of rapid growth and funding.
Katie Culp
Customer Success Manager
Planhat
Katie Culp is a Customer Success Manager at Planhat, where she focuses on consulting CS leaders and teams on their CS strategies. Katie has over 8 years of SaaS experience with the majority of that time being spent in customer and commercial facing roles.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
