Everyone’s talking about proactive customer success. Fewer teams are actually achieving it.
Join us for a candid, operator-led conversation with Jenna McLaughlin, Sr. Director of Renewals at Pendo, and Jay Nathan, CEO at Balboa, on why the traditional CS platform model is breaking down and what’s replacing it.
This isn’t another pitch for more tooling. It’s a practical look at why CSMs are stuck reacting too late, how fragmented data slows down action, and what happens when AI starts doing the monitoring, prioritisation, and recommendation work for you.
We’ll unpack how leading teams are closing the gap between risk and action without adding more dashboards, more logins, or more manual effort.
What you’ll learn
In this session, we’ll cover:
- Why the “log in and check” model of CS tooling is no longer fit for purpose
- The difference between a static health score and a true early warning system
- What proactive CS actually looks like when AI monitors accounts in real time
- How to surface risk and opportunity without leaving your existing workflows
- How to connect your CS motion to NRR in a way leadership actually values
You’ll leave with a clearer view of what needs to change, and how to start making that shift without ripping out your current stack.
Speakers
Jenna McLaughlin
Sr. Director, Renewals, Pendo
Jenna leads Renewals and CX at Pendo, bringing a diverse post-sale revenue background across Professional Services, Technical Account Management, and Technical Support leadership. She focuses on driving NRR, strengthening enterprise strategy, and building high-accountability operating models that scale.
Jay Nathan
CEO, Balboa
Jay is the CEO of Balboa and a long-time leader in the SaaS ecosystem. He is the co-founder of Gain Grow Retain, a well-known customer success community, and a former Chief Customer Officer. With experience spanning product development, CS leadership, and investing, Jay brings a well-rounded perspective on how modern CS organisations evolve.
