A conversation covering the significance of customer onboarding, strategies for developing and scaling customer onboarding processes, and delivering a seamless onboarding experience for customers.
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
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.
Rita Caetano
Customer Success Lead
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
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.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
