The C-Suite Playbook: Creating Business Resilience in CS

Session Abstract

Customer Success isn’t just about retention—it’s about modernizing, scaling, and delivering impact. As the SaaS landscape evolves, CS teams face new gaps that threaten their ability to remain agile. This session uncovers the industry shifts redefining Customer Success and delivers a C-Suite-adopted playbook to future-proof your business. Discover trends separating thriving teams from those struggling to keep up. Walk away from this session with a tangible plan to transform insights into action and value. You'll learn: The hidden gaps killing SaaS CS teams—and how to close them before they derail growth; 2-3 must-adopt trends reshaping customer expectations and competitive differentiation; future-proofing tactics to align CS with revenue strategy, leveraging data, AI, and proactive scalability; and real-world examples of how leading companies are reinventing CS + AI to drive predictable, sustainable outcomes.