Scaling Customer Success in Non-SaaS: A Framework for Impact, Visibility, and Executive Buy-In

Session Abstract

Customer Success in non-SaaS industries comes with unique challenges—revenue variability, complex ROI, and nuanced customer needs. In this session, Heather Shick, VP of Customer Success at Clear Capital, will dive into a proven framework to build a scalable, high-impact Customer Success functional that moves from reactive to proactive while securing executive buy-in. What you'll walk away with: A framework to make CS impact visible and quantifiable in non-SaaS environments. Strategies to shift from reactive firefighting to proactive CS. A clear path to turning CS improvements into better customer experiences and outcomes.