In our last CSM corner, we discussed how to manage churn during turbulent times. Now we dive even deeper into the topic with two experienced experts specifically around managing this process at scale.
In this session, Mike Thomas, Head of Client Success at Jiminny and Michael Manby, Principal Customer Success Manager at Slack will share their experiences and best practices on managing churn.
We discuss how to use data to understand risk/churn in a large portfolio, the best ways to deliver impact in risky scenarios, and why time to value and exit processes are so important.
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.
Mike Thomas
Head of Client Success
Head of Client Success
Jiminny
Mike was Head of Client Success at Jiminy, where he worked his way up through four roles over three years—from CSM to Head of Client Success. While there, he scaled the function to support 3x ARR growth while leading a high-performing team of five CSMs. His work spans strategic planning, stakeholder engagement, and team development, with a track record of strong expansion and upsell. At Jiminy, Mike received multiple company awards for impact, team culture, and customer-centric leadership.
Michael Manby
Customer Success Manager
Customer Success Manager
Slack
Mike is a senior customer success leader with over 10 years of experience across SaaS, consulting, and digital platforms. At PERSUIT, he leads the customer success function, driving adoption and strategic value across enterprise accounts. Previously at Slack, he partnered with global customers to scale usage and unlock ROI across complex stakeholder environments. Mike has also held leadership roles at Qubit and Rocket Internet, bringing a blend of strategic thinking, data-driven execution, and hands-on team management to every role.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
