Don't be fooled into thinking your net revenue retention (NRR) is just a customer success metric. NRR is the result of every single handoff, every alignment failure, and every missed milestone that occurs between the moment a deal closes and the moment a customer achieves real value.
That gap between what was promised in the sale and what gets delivered in practice is where retention is quietly won or lost.
When sales, services, and success operate in silos, the customer journey fractures: time-to-value slips, milestones go unmet, and churn that should have been preventable becomes inevitable.
Instead of having CSMs dive in for heroic last-minute saves, your company should be focused on outcome continuity.
In this session, Todd Kisaberth, Chief Customer Officer, and Steve Frost, Head of Industry & Executive Advisory, Customer Success at Certinia, share how Certinia's own go-to-market teams made that shift, and what it meant for their customers' time-to-value.
In this session, you'll learn how to:
- Stop inheriting problems you didn't create, and start catching them before they land on your desk
- Replace the "surprise churn" conversation at renewal with a timeline of proof
- Get sales, services, and success working from the same story, not three different versions of it
- Turn onboarding from a cost you defend into a retention metric you own
- Know which accounts need your attention today, not after the QBR
You'll leave with clarity on moving beyond departmental silos, continuous value realization, when and how to leverage specialist AI agents, and why transparency around implementations is pivotal for defending against churn.
Speakers
Todd Kisaberth
Chief Customer Officer at Certinia
Todd oversees all Certinia Customer Operations spanning Customer Success, Professional Services, Renewals, Support, Training, and Communities.
Steve Frost
Head of Industry & Executive Advisory - Customer Success at Certinia
As a strategic consultant and advisor, Steve leverages his 25+ years of experience in the technology industry to help clients achieve revenue growth and retention.
