30 minutes

How to hit 120% NRR in 2024

As we step into a fresh year, it’s crucial to establish your goals. For most Customer Success Managers, net revenue retention (NRR) stands as the benchmark metric. Now, how can you elevate your performance to new heights?

In this session, Rich Gawlas, Founder of Onward & Upward, and Erich Gardner, Customer Success Manager at Planhat shares their experiences and best practices on how to take your performance to the next level.

Watch the session to learn more about:

  1. Why everyone is talking about 120% NRR

  2. The importance of prioritising proactive over reactive work

  3. Effective collaboration with revenue teams

Watch the recording

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About the speakers

Gurprem Sagoo

CS Operations, Planhat

Moderator

Gurprem Sagoo is a CSM at Planhat with over 8 years of experience as a CS lead in the SaaS industry. He has worked with global brands across the world and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.

Gurprem Sagoo

CS Operations, Planhat

Moderator

Gurprem Sagoo is a CSM at Planhat with over 8 years of experience as a CS lead in the SaaS industry. He has worked with global brands across the world and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.

Gurprem Sagoo

CS Operations, Planhat

Moderator

Gurprem Sagoo is a CSM at Planhat with over 8 years of experience as a CS lead in the SaaS industry. He has worked with global brands across the world and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.

Gurprem Sagoo

CS Operations, Planhat

Moderator

Gurprem Sagoo is a CSM at Planhat with over 8 years of experience as a CS lead in the SaaS industry. He has worked with global brands across the world and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.

Rich Gawlas

Founder, Onward & Upward

Rich Gawlas is an outcome-driven CS leader and Founder of Onward & Upward, implementing AI solutions for revenue teams. He’s passionate about guiding clients to the “lightbulb moment” and has led expansion and renewal for customers in marketing, healthcare, fintech and more. A career marketer, Rich leveraged his 10 years of experience into CS and is excited at what the future holds for SaaS, CS and how AI will help teams perform their best.

Rich Gawlas

Founder, Onward & Upward

Rich Gawlas is an outcome-driven CS leader and Founder of Onward & Upward, implementing AI solutions for revenue teams. He’s passionate about guiding clients to the “lightbulb moment” and has led expansion and renewal for customers in marketing, healthcare, fintech and more. A career marketer, Rich leveraged his 10 years of experience into CS and is excited at what the future holds for SaaS, CS and how AI will help teams perform their best.

Rich Gawlas

Founder, Onward & Upward

Rich Gawlas is an outcome-driven CS leader and Founder of Onward & Upward, implementing AI solutions for revenue teams. He’s passionate about guiding clients to the “lightbulb moment” and has led expansion and renewal for customers in marketing, healthcare, fintech and more. A career marketer, Rich leveraged his 10 years of experience into CS and is excited at what the future holds for SaaS, CS and how AI will help teams perform their best.

Rich Gawlas

Founder, Onward & Upward

Rich Gawlas is an outcome-driven CS leader and Founder of Onward & Upward, implementing AI solutions for revenue teams. He’s passionate about guiding clients to the “lightbulb moment” and has led expansion and renewal for customers in marketing, healthcare, fintech and more. A career marketer, Rich leveraged his 10 years of experience into CS and is excited at what the future holds for SaaS, CS and how AI will help teams perform their best.

Erich Gardner

Customer Success, Planhat

Erich Gardner is a Customer Success leader at Planhat, consulting CS leaders and teams on their own CS strategy. Erich has over 8 years of SaaS experience with the majority of that time in customer and commercial facing roles. He has had the opportunity to experience a capacity of functions from building and leading CS teams at scale to managing enterprise customer portfolios.

Erich Gardner

Customer Success, Planhat

Erich Gardner is a Customer Success leader at Planhat, consulting CS leaders and teams on their own CS strategy. Erich has over 8 years of SaaS experience with the majority of that time in customer and commercial facing roles. He has had the opportunity to experience a capacity of functions from building and leading CS teams at scale to managing enterprise customer portfolios.

Erich Gardner

Customer Success, Planhat

Erich Gardner is a Customer Success leader at Planhat, consulting CS leaders and teams on their own CS strategy. Erich has over 8 years of SaaS experience with the majority of that time in customer and commercial facing roles. He has had the opportunity to experience a capacity of functions from building and leading CS teams at scale to managing enterprise customer portfolios.

Erich Gardner

Customer Success, Planhat

Erich Gardner is a Customer Success leader at Planhat, consulting CS leaders and teams on their own CS strategy. Erich has over 8 years of SaaS experience with the majority of that time in customer and commercial facing roles. He has had the opportunity to experience a capacity of functions from building and leading CS teams at scale to managing enterprise customer portfolios.

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