Mastering change management as a CSM

2 min read

As a Customer Success Manager (CSM), you will play a crucial role in managing organizational change, both internally and externally. But how can you effectively navigate through these changes and increase your chances of success?

In this session, Emily Howard, CRM Manager at FrankCrum and Mark Landey, Senior Customer Success Manager at G2 will share their experiences and best practices on change management in customer success.

Watch the session to learn:

  1. The fundamentals of change management

  2. How to identify both immediate wins and significant risks linked to ineffective change management

  3. Developing and leading successful change initiatives

  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.


Emily Howard is the Owner of Omes Consulting and CRM Manager at FrankCrum with six years of experience in Consulting and four years in Customer Success. Emily harnesses the values and skills honed in Customer Success to offer rounded insights and empower her clients. Throughout her career, the heart of Emily’s work remains in ensuring a stellar customer experience and fostering each client’s success. Based in Tampa, Florida, Emily enjoys kayaking, hiking, thrift shopping, and spending time with her dogs, Missy and Franklin.

Mark Landey is a Senior Customer Success Manager at G2. With over 7 years of account management experience, change management has always been his focus. Mark learned the importance of managing change at the start of his career in the events industry whilst planning private dinners for the likes of Barrack Obama and large scale events in the Congo. His last 2 years at the centre of the SaaS world at G2 have provided many opportunities to prove his belief that the only consistent in this world is change. Mark has successfully navigated his clients through the pandemic, the tech banking collapse and the current global economic climate highlighting the importance of change management in the industry.

Download to watch the full video now.

Join our newsletter!

Receive the latest news, updates, and invitations to our events.

Live Demo with Planhat

On Thursday, April 4th, we're hosting a live demo, led by Regional Director, Thomas Smeallie.

Planhat Overview On Demand

In this video, our Chief Customer Officer, Chris Regester, will walk you through a quick overview of the product and some of the outcomes our customers see from using it.

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

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.

Learn more about

Drop your email and let us show you our platform!