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.
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.
The fundamentals of change management, how to identify both immediate wins and significant risks linked to ineffective change management, developing and leading successful change initiatives.
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.
Emily Howard
Emily Howard
CRM Manager
CRM Manager
Emily Howard is the Owner of Omes Consulting and CRM Manager at FrankCrum. Emily harnesses the values and skills honed in CS to offer rounded insights and empower her clients. Throughout her career, the heart of Emily's work remains in ensuring a stellar customer experience and fostering each client's success. Based in Tampa, Florida, Emily enjoys kayaking, hiking, thrift shopping, and spending time with her dogs, Missy and Franklin.
Mark Landey
Mark Landey
Senior CSM
Senior CSM
Mark Landey is a Senior CSM at G2. Throughout his 7+ years of experience, he learned the importance of change management, and his last two years at G2 have provided many opportunities to prove his belief that the only consistent in this world is change. Mark has successfully navigated his clients through the pandemic, the tech banking collapse and the current global economic climate highlighting the importance of change management.
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
