In the fast-paced world of business, it's no secret that some customers may come and go. However, savvy companies know that minimizing churn rate is essential to long-term success.
But what exactly can you do to keep customers? In this session, Alex Gold, Manager of Enterprise Customer Success at GoCardless, and Daniel Deller, Manager Strategic Retail at Bazaarvoice will share their experiences and best practices on managing churn.
In this session, we cover immediate steps to take when you think customers are churning, specific steps to build a successful plan, and how to work with customer personas in tricky situations.
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.
Alex Gold
Manager, Enterprise & Strategic Customer Success
Manager, Enterprise & Strategic Customer Success
GoCardless
Alex is a seasoned customer success and commercial leader with over 10 years of experience driving enterprise growth and retention in SaaS. At GoCardless, she leads the Enterprise & Strategic Customer Success team, overseeing global accounts. Previously, she held senior roles at Decibel and Yieldify—both acquired—where she built and scaled post-sales programs through periods of rapid growth. Alex is also an active angel investor and advisor through the Revenue Syndicate, supporting early-stage founders on go-to-market and customer strategy.
Daniel Deller
Manager of Strategic Retail
Manager of Strategic Retail
Bazaarvoice
Daniel is a commercial leader with over 10 years of experience driving strategic growth and customer impact across research, insights, and SaaS. At Bazaarvoice, he leads GTM for EMEA in the contextual commerce space, following senior roles overseeing retail strategy and regional client success. He previously held client-facing positions at Euromonitor, MIDiA Research, and Forrester, where he advised enterprise accounts on data-driven decision-making and digital transformation. Known for combining market expertise with operational execution, Daniel excels at aligning cross-functional teams.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
