How to find patterns and drive outcomes proactively

2 min read

As a Customer Success Manager (CSM), the primary objective is to ensure customers achieve their desired outcomes. However, information is flying in from lots of different directions and it can be hard to prioritise. This can only be accomplished by first gaining a deep understanding of their needs and requirements. So, how can you find patterns and drive outcomes?

In this session, Hannah Trott, Senior Client Success Manager at Natilik, and Andri Annuka, Manager of Customer Success at Pipedrive shares their experiences and best practices on how to truly understand your customers and actively drive positive outcomes. 

Watch the session to learn:

  1. Which areas patterns appear in and how they relate to outcomes

  2. How can we efficiently tackle “noise” and prioritize tasks

  3. What proactive measures can we employ to drive these factors

  4. And much more…


Gurprem Sagoo is leading CS Operations at Planhat with over 10 years of experience in the SaaS industry, and CSM of the Year 2022 in the Customer Success Excellence awards. He works with global brands and Enterprises, and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.


Andri Annuka is an experienced Manager of Customer Success with more than 16 years of experience in sales and customer relationship management. He joined Pipedrive 4 years ago and started out as a Customer Success Manager. Since then, he has been promoted twice and today he leads and motivates a team of 6 people. He values empathy and communication skills when working with people and considers building relationships with various stakeholders as one of his strengths. He is passionate about building the perfect customer journey and providing the right guidance needed to help achieve their business goals. 

Hannah Trott, a professional with a 15-year tenure in the technology sector, began her career as a network engineer. She gained recognition for exceeding client expectations with her technical expertise. Transitioning into service management roles, Hannah became the Head of Service Management, shaping the organization’s approach to service delivery. At Natilik, she established a client success practice, introducing innovative strategies and revenue models to enhance the client experience. Today, as a Senior Client Success Manager, Hannah crafts tailored success plans, forges trusted partnerships, and integrates sustainability into client interactions.

Download to watch the full video now.

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