This article has been transcribed from a presentation at the Customer Success Festival in March 2022.


My name is David, and I work at LinkedIn, where I lead a team of customer success managers out of EMEA. We work with the largest global clients in the LinkedIn Sales Solutions business.

We're very high-touch; each of my team only has a small number of accounts, so they get deep into those businesses and get to know them well.

When I first joined the customer success team in the Singapore office quite a few years ago, I'm not going to lie, I honestly didn't know what customer success was. I spent a while trying to figure this out. In fairness, many people are still trying to figure out exactly what CS means to them and their companies. We're a pretty young function after all.

Conversely, if you spoke to an accountant 50 years ago about what accountancy was, you'd get a pretty similar answer to if you asked an accountant now. While CS hasn't existed that long, I believe that one thing we all CS teams have in common is a desire to deliver value to our clients, and in doing so, mitigate the risk of churn.

What is customer churn? | Customer Success Collective
When a customer stops subscribing to a product, or a service, it’s referred to as customer churn. While this is primarily used in the world of SaaS, the principles behind churn detection, calculation and strategy can be applied to product subscriptions too.