A conversation covering the significance of customer onboarding, strategies for developing and scaling customer onboarding processes, and delivering a seamless onboarding experience for customers.

Gurprem Sagoo

On

text

Aug 30, 2023

Share

A conversation covering the significance of customer onboarding, strategies for developing and scaling customer onboarding processes, and delivering a seamless onboarding experience for customers.

Gurprem Sagoo

On

text

Aug 30, 2023

Share

A conversation covering the significance of customer onboarding, strategies for developing and scaling customer onboarding processes, and delivering a seamless onboarding experience for customers.

Gurprem Sagoo

On

text

Aug 30, 2023

A conversation covering the significance of customer onboarding, strategies for developing and scaling customer onboarding processes, and delivering a seamless onboarding experience for customers.

Gurprem Sagoo

On

text

Aug 30, 2023

Share

Onboarding is an incredibly important part of the customer lifecycle, with many potential challenges. But to ensure a seamless onboarding experience for all segments, we must establish strong foundations in process. In this session, Rita Caetano, Customer Success Team Lead at Customer.io and Alex Howe, Manager of Customer Success & Onboarding at Podium will share their experiences and best practices on customer onboarding.

Onboarding is an incredibly important part of the customer lifecycle, with many potential challenges. But to ensure a seamless onboarding experience for all segments, we must establish strong foundations in process. In this session, Rita Caetano, Customer Success Team Lead at Customer.io and Alex Howe, Manager of Customer Success & Onboarding at Podium will share their experiences and best practices on customer onboarding.

Onboarding is an incredibly important part of the customer lifecycle, with many potential challenges. But to ensure a seamless onboarding experience for all segments, we must establish strong foundations in process. In this session, Rita Caetano, Customer Success Team Lead at Customer.io and Alex Howe, Manager of Customer Success & Onboarding at Podium will share their experiences and best practices on customer onboarding.

Onboarding is an incredibly important part of the customer lifecycle, with many potential challenges. But to ensure a seamless onboarding experience for all segments, we must establish strong foundations in process. In this session, Rita Caetano, Customer Success Team Lead at Customer.io and Alex Howe, Manager of Customer Success & Onboarding at Podium will share their experiences and best practices on customer onboarding.

Gurprem Sagoo

Moderator

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.

Gurprem Sagoo

Moderator

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.

Gurprem Sagoo

Moderator

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.

Gurprem Sagoo

Moderator

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.

Rita Caetano

Customer Success Lead

Customer.io

Rita is a customer success leader with over 10 years of experience across SaaS, travel, and hospitality. At Customer.io, she manages strategic accounts across EMEA and APAC, having progressed from CSM to leading enterprise relationships. Her background spans high-growth startups and global brands, including Unbabel, Booking.com, and Four Seasons, where she built deep expertise in client management, retention, and cross-functional collaboration. Rita brings a calm, structured approach to scaling teams and driving customer impact across global markets.

Rita Caetano

Customer Success Lead

Customer.io

Rita is a customer success leader with over 10 years of experience across SaaS, travel, and hospitality. At Customer.io, she manages strategic accounts across EMEA and APAC, having progressed from CSM to leading enterprise relationships. Her background spans high-growth startups and global brands, including Unbabel, Booking.com, and Four Seasons, where she built deep expertise in client management, retention, and cross-functional collaboration. Rita brings a calm, structured approach to scaling teams and driving customer impact across global markets.

Rita Caetano

Customer Success Lead

Customer.io

Rita is a customer success leader with over 10 years of experience across SaaS, travel, and hospitality. At Customer.io, she manages strategic accounts across EMEA and APAC, having progressed from CSM to leading enterprise relationships. Her background spans high-growth startups and global brands, including Unbabel, Booking.com, and Four Seasons, where she built deep expertise in client management, retention, and cross-functional collaboration. Rita brings a calm, structured approach to scaling teams and driving customer impact across global markets.

Rita Caetano

Customer Success Lead

Customer.io

Rita is a customer success leader with over 10 years of experience across SaaS, travel, and hospitality. At Customer.io, she manages strategic accounts across EMEA and APAC, having progressed from CSM to leading enterprise relationships. Her background spans high-growth startups and global brands, including Unbabel, Booking.com, and Four Seasons, where she built deep expertise in client management, retention, and cross-functional collaboration. Rita brings a calm, structured approach to scaling teams and driving customer impact across global markets.

Alex Howe

Senior Manager, Customer Success

Podium

Alex is a customer success leader with over 10 years of experience across SaaS, onboarding, and client enablement. At Podium, he serves as Senior Manager of Customer Success, leading strategic programs for enterprise accounts. Over eight years at the company, he’s played a key role in scaling onboarding and success teams during periods of hypergrowth. Prior to Podium, Alex held customer-facing and enablement roles at Infusionsoft and ran a consulting practice focused on AdWords and lead generation.

Alex Howe

Senior Manager, Customer Success

Podium

Alex is a customer success leader with over 10 years of experience across SaaS, onboarding, and client enablement. At Podium, he serves as Senior Manager of Customer Success, leading strategic programs for enterprise accounts. Over eight years at the company, he’s played a key role in scaling onboarding and success teams during periods of hypergrowth. Prior to Podium, Alex held customer-facing and enablement roles at Infusionsoft and ran a consulting practice focused on AdWords and lead generation.

Alex Howe

Senior Manager, Customer Success

Podium

Alex is a customer success leader with over 10 years of experience across SaaS, onboarding, and client enablement. At Podium, he serves as Senior Manager of Customer Success, leading strategic programs for enterprise accounts. Over eight years at the company, he’s played a key role in scaling onboarding and success teams during periods of hypergrowth. Prior to Podium, Alex held customer-facing and enablement roles at Infusionsoft and ran a consulting practice focused on AdWords and lead generation.

Alex Howe

Senior Manager, Customer Success

Podium

Alex is a customer success leader with over 10 years of experience across SaaS, onboarding, and client enablement. At Podium, he serves as Senior Manager of Customer Success, leading strategic programs for enterprise accounts. Over eight years at the company, he’s played a key role in scaling onboarding and success teams during periods of hypergrowth. Prior to Podium, Alex held customer-facing and enablement roles at Infusionsoft and ran a consulting practice focused on AdWords and lead generation.

Events

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Sep 4, 2025

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Online

Jul 10, 2024

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Online

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Online

May 29, 2024

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Online

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Online

Jan 24, 2024

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Retention

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Online

Dec 13, 2023

Panel

Customer Success

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Online

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Online

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Online

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Panel

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Online

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Online

Jan 27, 2022

Panel

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Online

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Panel

Customer Success

How to Scale CS from Start-Up to Enterprise

Online

Mar 8, 2022

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Online

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Panel

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Online

May 10, 2022

Panel

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Online

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Mar 1, 2023

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Online

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Productivity

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Online

Apr 5, 2023

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My Customers are Churning: What Do I Do?

Online

Apr 19, 2023

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Churn

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Churn

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Jun 6, 2023

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Careers

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Online

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Aug 17, 2023

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Careers

CSMs Role in Customer Onboarding

Online

Aug 30, 2023

Panel

Onboarding

What Does it Take to be a CCO?

Online

Sep 13, 2023

Panel

Careers

Mastering Change Management as a CSM

Online

Sep 27, 2023

Panel

Careers

Find Patterns and Drive Outcomes Proactively

Online

Oct 11, 2023

Panel

Customer Analytics

Private Equity: Investing in Customer Success

Online

Oct 25, 2023

Panel

Markets

Making Impact Impossible to Ignore

Manchester

Oct 2, 2025

Meet-Up

Community

Mastering Customer Success for MSPs

Online

Sep 4, 2025

Panel

Customer Success

Retention

What customers think about AI Agents

Online

Jul 16, 2025

Panel

AI

Customer Success in Manchester

Manchester

Apr 25, 2024

Meet-Up

Community

Enhancing, Not Replacing Human Connections

Manchester

May 1, 2025

Panel

AI

CS Happy Hour in Indianapolis

Indianapolis, IN

Feb 18, 2025

Meet-Up

Community

CS Week New York City '25

New York City, NY

Sep 30, 2025

Meet-Up

Community

Lunch&Learn Digital Customer Success

Online

Mar 19, 2025

Panel

Customer Success

Accelerating Growth Through Customer Success

Online

Apr 2, 2025

Panel

Customer Success

Accelerating Growth Through Customer Success

Online

Apr 9, 2025

Panel

Customer Success

The J-curve in CS

Online

Feb 13, 2025

Panel

Customer Success

Community in Motion

Online

Nov 19, 2024

Panel

Community

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Online

Oct 30, 2024

Panel

Retention

Exploring the roles of Customer Success

Online

Sep 18, 2024

Panel

Customer Success

The Advantage of Emotional Intelligence

Online

Aug 14, 2024

Panel

AI

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Online

Jul 10, 2024

Panel

Renewals

Selection to Optimization

Online

Jun 27, 2024

Panel

Tools

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Online

May 29, 2024

Panel

AI

Outstanding Customer Experience at Scale

Online

Apr 28, 2024

Panel

Scaled CS

Powering Customer Retention in 2024

Online

Jan 24, 2024

Panel

Retention

Redefining Customer Success for 2024

Online

Dec 13, 2023

Panel

Customer Success

3 Top Challenges for a CSM 2023

Online

Nov 29, 2023

Panel

Careers

How to Hit 120% NRR in 2024

Online

Jan 31, 2024

Panel

Retention

Driving Growth and Retention

Online

Feb 14, 2024

Panel

Customer Analytics

It’s Worth the Risk

Online

Mar 27, 2024

Panel

Risk

Educating Tomorrow's CS Leaders

Online

Jan 11, 2022

Panel

Careers

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Online

Jan 27, 2022

Panel

Customer Analytics

A Guide to Stakeholder Mapping

Online

Feb 16, 2022

Panel

Customer Success

How to Scale CS from Start-Up to Enterprise

Online

Mar 8, 2022

Panel

Leadership

How to Fight Churn as a CSM

Online

Mar 30, 2022

Panel

Churn

Growing ARR as a CSM

Online

May 10, 2022

Panel

Revenue

CCO: Why You Need One (and How to Become One)

Online

Jun 7, 2022

Panel

Leadership

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Online

Jun 22, 2022

Panel

Community

How CS Can Prepare for VC Funding

Online

Jul 6, 2022

Panel

Markets

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Online

Aug 24, 2022

Panel

Careers

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Online

Sep 14, 2022

Panel

Customer Success

How to Get Promoted as a CSM

Online

Sep 28, 2022

Panel

Careers

How CFOs stay ahead by planning smart

Online

Oct 4, 2022

Panel

Leadership

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Online

Nov 1, 2022

Panel

Revenue

Net Revenue Retention in CS

Online

Apr 26, 2022

Panel

Revenue

Managing a Large Number of Customers

Online

Nov 15, 2022

Panel

Scaled CS

Planhat Experts: State of Customer Success

Online

Nov 30, 2022

Panel

Customer Success

How to Do CS Remotely

Online

Jan 18, 2023

Panel

Productivity

How to Do High Touch Customer Success

Online

Feb 1, 2023

Panel

Productivity

CS Career Navigation

Online

Mar 1, 2023

Panel

Careers

How to Do High Touch Customer Success

Online

Mar 15, 2023

Panel

Productivity

Where Will the CS Pendulum Stop?

Online

Apr 5, 2023

Panel

Customer Success

My Customers are Churning: What Do I Do?

Online

Apr 19, 2023

Panel

Churn

What Does it Take to be a Head of CS?

Online

May 10, 2023

Panel

Careers

My Customers are Churning: What Do I Do?

Online

May 25, 2023

Panel

Churn

How to Use CX as a Key Differentiator

Online

Jun 6, 2023

Panel

Customer Success

Career Options in CS

Online

Jun 21, 2023

Panel

Careers

What Does it Take to be a Director of CS?

Online

Jul 5, 2023

Panel

Careers

What Does it Take to be a VP of CS?

Online

Aug 17, 2023

Panel

Careers

CSMs Role in Customer Onboarding

Online

Aug 30, 2023

Panel

Onboarding

What Does it Take to be a CCO?

Online

Sep 13, 2023

Panel

Careers

Mastering Change Management as a CSM

Online

Sep 27, 2023

Panel

Careers

Find Patterns and Drive Outcomes Proactively

Online

Oct 11, 2023

Panel

Customer Analytics

Private Equity: Investing in Customer Success

Online

Oct 25, 2023

Panel

Markets

Making Impact Impossible to Ignore

Manchester

Oct 2, 2025

Meet-Up

Community

Mastering Customer Success for MSPs

Online

Sep 4, 2025

Panel

Customer Success

Retention

What customers think about AI Agents

Online

Jul 16, 2025

Panel

AI

Customer Success in Manchester

Manchester

Apr 25, 2024

Meet-Up

Community

Enhancing, Not Replacing Human Connections

Manchester

May 1, 2025

Panel

AI

CS Happy Hour in Indianapolis

Indianapolis, IN

Feb 18, 2025

Meet-Up

Community

CS Week New York City '25

New York City, NY

Sep 30, 2025

Meet-Up

Community

Lunch&Learn Digital Customer Success

Online

Mar 19, 2025

Panel

Customer Success

Accelerating Growth Through Customer Success

Online

Apr 2, 2025

Panel

Customer Success

Accelerating Growth Through Customer Success

Online

Apr 9, 2025

Panel

Customer Success

The J-curve in CS

Online

Feb 13, 2025

Panel

Customer Success

Community in Motion

Online

Nov 19, 2024

Panel

Community

Retention Through Education

Online

Oct 30, 2024

Panel

Retention

Exploring the roles of Customer Success

Online

Sep 18, 2024

Panel

Customer Success

The Advantage of Emotional Intelligence

Online

Aug 14, 2024

Panel

AI

The Art of Renewals

Online

Jul 10, 2024

Panel

Renewals

Selection to Optimization

Online

Jun 27, 2024

Panel

Tools

Mastering AI in Customer Success

Online

May 29, 2024

Panel

AI

Outstanding Customer Experience at Scale

Online

Apr 28, 2024

Panel

Scaled CS

Powering Customer Retention in 2024

Online

Jan 24, 2024

Panel

Retention

Redefining Customer Success for 2024

Online

Dec 13, 2023

Panel

Customer Success

3 Top Challenges for a CSM 2023

Online

Nov 29, 2023

Panel

Careers

How to Hit 120% NRR in 2024

Online

Jan 31, 2024

Panel

Retention

Driving Growth and Retention

Online

Feb 14, 2024

Panel

Customer Analytics

It’s Worth the Risk

Online

Mar 27, 2024

Panel

Risk

Educating Tomorrow's CS Leaders

Online

Jan 11, 2022

Panel

Careers

How to be a Leader on Lagging Metrics

Online

Jan 27, 2022

Panel

Customer Analytics

A Guide to Stakeholder Mapping

Online

Feb 16, 2022

Panel

Customer Success

How to Scale CS from Start-Up to Enterprise

Online

Mar 8, 2022

Panel

Leadership

How to Fight Churn as a CSM

Online

Mar 30, 2022

Panel

Churn

Growing ARR as a CSM

Online

May 10, 2022

Panel

Revenue

CCO: Why You Need One (and How to Become One)

Online

Jun 7, 2022

Panel

Leadership

How to Create True Customer Advocates

Online

Jun 22, 2022

Panel

Community

How CS Can Prepare for VC Funding

Online

Jul 6, 2022

Panel

Markets

Being the First CSM at a Company

Online

Aug 24, 2022

Panel

Careers

Let’s Break the Echo Chamber

Online

Sep 14, 2022

Panel

Customer Success

How to Get Promoted as a CSM

Online

Sep 28, 2022

Panel

Careers

How CFOs stay ahead by planning smart

Online

Oct 4, 2022

Panel

Leadership

The Secret to Unlocking Growth and Efficiency

Online

Nov 1, 2022

Panel

Revenue

Net Revenue Retention in CS

Online

Apr 26, 2022

Panel

Revenue

Managing a Large Number of Customers

Online

Nov 15, 2022

Panel

Scaled CS

Planhat Experts: State of Customer Success

Online

Nov 30, 2022

Panel

Customer Success

How to Do CS Remotely

Online

Jan 18, 2023

Panel

Productivity

How to Do High Touch Customer Success

Online

Feb 1, 2023

Panel

Productivity

CS Career Navigation

Online

Mar 1, 2023

Panel

Careers

How to Do High Touch Customer Success

Online

Mar 15, 2023

Panel

Productivity

Where Will the CS Pendulum Stop?

Online

Apr 5, 2023

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Customer Success

My Customers are Churning: What Do I Do?

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Apr 19, 2023

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Churn

What Does it Take to be a Head of CS?

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May 10, 2023

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Careers

My Customers are Churning: What Do I Do?

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May 25, 2023

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Churn

How to Use CX as a Key Differentiator

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Jun 6, 2023

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Customer Success

Career Options in CS

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Jun 21, 2023

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Careers

What Does it Take to be a Director of CS?

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Jul 5, 2023

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What Does it Take to be a VP of CS?

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Aug 17, 2023

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CSMs Role in Customer Onboarding

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Aug 30, 2023

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Onboarding

What Does it Take to be a CCO?

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Sep 13, 2023

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Careers

Mastering Change Management as a CSM

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Sep 27, 2023

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Careers

Find Patterns and Drive Outcomes Proactively

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Oct 11, 2023

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Customer Analytics

Private Equity: Investing in Customer Success

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Oct 25, 2023

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Markets

700+ reviews

An abstract render of a Planhat customer profile, including timeseries data and interaction records from Jira and Salesforce.

Thought-leading customer-centric content, direct to your inbox every month.

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Overview

CRM

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For Customer Success

Cisco CX Specialization

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Features

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Integrations

Changelog

Resources

Pricing

Editorial

Webinars

Planhat Open

Help Center

Developers

RFP Template

Security

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Business Services

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Legal

Planhat is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.

© 2025 Planhat AB

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700+ reviews

An abstract render of a Planhat customer profile, including timeseries data and interaction records from Jira and Salesforce.

Thought-leading customer-centric content, direct to your inbox every month.

Solutions

Overview

CRM

PSA

For Customer Success

Cisco CX Specialization

Philanthropy

AI Deployment

Platform

Features

Views

Workflows

Metrics

Automations

Integrations

Changelog

Resources

Pricing

Editorial

Webinars

Planhat Open

Help Center

Developers

RFP Template

Security

Customers

Impact Studies

Software

Business Services

Connected Businesses

Financial Services

Healthcare & Life Sciences

IT Services

Company

About

Careers

Press

Partnerships

Events

Contact

Legal

Planhat is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.

© 2025 Planhat AB

Terms of Service

Privacy Policy

Cookie Policy

Status

700+ reviews

Thought-leading customer-centric content, direct to your inbox every month.

Solutions

Overview

CRM

PSA

For Customer Success

Cisco CX Specialization

Philanthropy

AI Deployment

Platform

Features

Views

Workflows

Metrics

Automations

Integrations

Changelog

Resources

Pricing

Editorial

Webinars

Planhat Open

Help Center

Developers

RFP Template

Security

Customers

Impact Studies

Software

Business Services

Connected Businesses

Financial Services

Healthcare & Life Sciences

IT Services

Company

About

Careers

Press

Partnerships

Events

Contact

Legal

Planhat is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.

© 2025 Planhat AB

Terms of Service

Privacy Policy

Cookie Policy

Status

700+ reviews

Thought-leading customer-centric content, direct to your inbox every month.

Solutions

Overview

CRM

PSA

For Customer Success

Cisco CX Specialization

Philanthropy

AI Deployment

Platform

Features

Views

Workflows

Metrics

Automations

Integrations

Changelog

Resources

Pricing

Editorial

Webinars

Planhat Open

Help Center

Developers

RFP Template

Security

Customers

Impact Studies

Software

Business Services

Connected Businesses

Financial Services

Healthcare & Life Sciences

IT Services

Company

About

Careers

Press

Partnerships

Events

Contact

Legal

Planhat is built to keep your data safe. We put privacy and security front and centre, so you don’t have to.

© 2025 Planhat AB

Terms of Service

Privacy Policy

Cookie Policy

Status