30 minutes

My customers are churning: what do I do? (Part 2)

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.

Watch the session to learn:

  • 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

Watch the recording

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About the speakers

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

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.


Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

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.


Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

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.


Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

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 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.

Mike Thomas

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.

Mike Thomas

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.

Mike Thomas

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

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.

Michael Manby

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.

Michael Manby

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.

Michael Manby

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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