It’s worth the risk: Identifying and managing risks in CS

When it comes to risk in Customer Success, how should you understand it and how should you manage it? Risk can be as subtle as an offhand complaint about a feature, or as glaring as a customer facing financial hardship. Regardless of scale, all risk carries the potential to impact your relationship with your customers, and, ultimately, your company’s bottom line. So what are some proactive steps you can take to manage it?

Gurprem, Rob, and Jeff dive into risk in the world of Customer Success. This webinar will shed light on what constitutes a risk, the importance of vigilant monitoring, and practical steps to establish a robust risk management process.

Whether you’re a veteran CSM or new to the concept of risk management in CS, this discussion will set you on a path towards more resilient, risk-aware customer success best practices.

Moderator:

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.

Speakers:

Rob Culross is a SaaS and healthcare expert with a demonstrated history of leading teams, implementing complex solutions and finding creative solutions to difficult problems. Skilled in management, product, UX, customer success, and business process optimization, he has strong data analytics skills and a natural curiosity to solve problems.

Jeff Beaumont has 17+ years of professional experience with over 10 years in SaaS and Customer Success, delivering outcomes in customer adoption, renewals and expansion, and customer satisfaction across CS Ops, CS Leadership, and Support. His mission is creating rich customer experiences through people and processes working in harmony.

Watch on-demand now.