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.
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.
How to use data to understand risk/churn in a large portfolio, best ways to deliver impact in risky scenarios, why time to value and exit processes are so important.
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.
Mike Thomas
Mike Thomas
Head of Client Success
Head of Client Success
Mike Thomas is Head of Client Success at Jiminny. Having joined Jiminny two years ago as an SMB Client Success Manager, Mike has experience working with a high volume and depth of customer types. With a range of experience throughout his CV, the common theme across these is customer-centricity, and an eye for detail and data. Having been a chef in a previous life, Mike's a keen home cook with a penchant for pork belly.
Michael Manby
Michael Manby
Customer Success Manager
Customer Success Manager
Slack
Michael Manby has been in high touch Customer Success at Slack for three years, working with enterprise customers, mainly in tech, retail and energy. He is also involved in a broad range of projects relating to digital success and CS operations. Prior to that he worked in professional services and product in ecommerce tech. Outside of work, playing and watching sport takes up a lot of his time.
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© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
