As a Customer Success Manager (CSM), you will play a crucial role in managing organizational change, both internally and externally.
But how can you effectively navigate through these changes and increase your chances of success? In this session, Emily Howard, CRM Manager at FrankCrum and Mark Landey, Senior Customer Success Manager at G2 will share their experiences and best practices on change management in customer success.
They'll cover the fundamentals of change management, how to identify both immediate wins and significant risks linked to ineffective change management, and developing and leading successful change initiatives.
Gurprem Sagoo
Customer Success Operations Manager
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.
Emily Howard
CRM Manager
CRM Manager
FrankCrum
Emily is a CRM and customer success professional with over 8 years of experience driving operational efficiency and client outcomes across SaaS, consulting, and HR tech. As CRM Manager at FrankCrum, she oversees systems and strategy to support payroll, HR, and benefits administration. She previously led customer success at Zone & Co and Pipedrive, working closely with finance and sales teams to optimize revenue operations. She blends hands-on systems expertise with a deep focus on client enablement and growth.
Mark Landey
Enterprise Customer Success Manager
Enterprise Customer Success Manager
G2
Mark is an Enterprise Customer Success Manager at G2, where he supports strategic accounts through growth, adoption, and change. With over 10 years of experience across customer success, account management, and partnerships, he brings a unique blend of commercial empathy and operational rigor. Prior to joining G2, Mark led enterprise accounts at agencies and startups across Europe and Africa, serving clients like Coca-Cola, Microsoft, and Citrix. He also co-founded two ventures focused on African art and cultural events. Grounded in real-world impact, Mark helps customers navigate change with confidence and clarity.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
