The contract is signed. Sales are celebrating. And somewhere in your inbox is a new account with no context, no notes, and a go-live date in six weeks.
That gap isn't just frustrating. It's expensive. Fragmented handoffs erode customer trust from day one, and a customer who feels ignored in their first 90 days is a churn risk before you've had a chance to prove your value. Your NRR pays the price.
Join Steve Frost, Head of Industry & Executive Advisory, Customer Success at Certinia, as he shows both teams how to pull in the same direction. You'll leave knowing how to align sales, services, and success into a single unit where the customer never feels a handoff, only a continuous path to value.
No more "us" vs. "them.
What we're covering:
- The true cost of friction: How fragmented data between sales and CS actively erodes your NRR and compromises customer trust.
- Mastering the invisible pass: How to move data so fluidly that the customer never feels like they are being bounced around.
- Pre-empting the friction: Practical strategies for bringing success into the fold before the deal closes to guarantee a high-confidence start.
In this session, you will learn how to:
- Carry every customer promise from Sales into Success, without losing anything
- Give every team a single account record they actually trust
- Move account context into your Success tools without manual entry
- Spot stalled onboardings before they turn into churn
- Walk into every CSM conversation knowing what the customer wants to expand into
Your speaker
Steve Frost, Head of Industry & Executive Advisory, Customer Success, 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. He has a proven track record of delivering results for major FinTech companies, SaaS providers, and hybrid multi-cloud infrastructure providers.
