Consensus Risk: How BMC Helix Aligned CS and Sales to Drive Retention

Session Abstract

This session examines how BMC Helix created a Consensus Risk model within Gainsight to align Customer Success and Sales around a single view of customer retention risk. Attendees will learn how standardized risk definitions, streamlined classifications, and a consistent review process improved prioritization, forecasting accuracy, and cross-functional collaboration. The session also explores how establishing a strong risk framework can lay the foundation for more effective AI-driven risk management in the future.